Today, companies have to deal with increasingly demanding consumers, with high expectations in terms of customer experience, requiring precision and speed in the handling of their requests. In sectors such as press, e-commerce and retail, deploying an omnichannel approach to remote customer service is essential to meet the challenges of digitalization and changing usage patterns.
Why outsource the management of your multi-channel customer service?
Against a backdrop of digitalizing customer relations in today's world, customer relationship models have changed, and the stakes in customer satisfaction are high if you want to remain competitive in your market. By outsourcing the management of your remote customer service, you entrust it to experts in customer relations, who will respond effectively to your customers' requests via their preferred channels of communication: social networks, email, chat, telephone... Particularly if you manage an e-commerce site, you'll reap many benefits from outsourcing your multi-channel customer service and setting up a back-office dedicated to managing your inventory and orders. You'll gain time and flexibility, boosting your productivity while optimizing the customer experience
Customer service : our multi-channel solutions
Multi-channel customer relationship management
Customer reception, new service launches, crisis management, promotional offers, etc. - to strengthen your proximity to your customers and/or improve your quality of service, Vivetic Group can help you manage your needs from start to finish, with the same level of service, whatever the communication channel. Our teams acquire in-depth knowledge of your target customers, your products and services, and become true ambassadors of your image.
Helpdesk: technical support
Whether you need help with installation or troubleshooting, or you want to optimize the monitoring of your networks and infrastructures, our teams can provide full technical support for your services, 24 hours a day, 7 days a week.
By focusing on reachability and efficient handling of the most complex cases, with a ticket management system tailored to your organization, we guarantee business continuity for your customers or internal staff, and reinforce the credibility of your brands and chains.
Onboarding: Customer welcome and training
Today's multi-channel customer experience is understood as a personalized purchasing journey that must create preference among your customers. There is a strong case for onboarding as the first step in supporting new customers:
- you adopt an innovative and differentiating approach, as few companies to date have deployed this type of system,
- you enable your customers to benefit immediately from the product or service they have recently acquired,
- you help your customers become self-sufficient and relieve your customer service department,
- and, above all, build customer loyalty.
After-sales service multichannel
For a company today, after-sales service is a real strategic lever for customer satisfaction and loyalty. In addition to reinforcing your customers' confidence in your company, the quality and agility of your after-sales service is a lever for differentiation from the competition. Vivetic Group handles all after-sales issues (complaints handling, content moderation, network coordination, etc.), receiving and processing all requests, whatever the channel, thanks to dedicated teams available 24/7.
Claims management
To best meet your customers' requirements, entrust us with the management of your customer complaints. It's the ideal solution for reassuring customers, ensuring that they are listened to attentively and given reliable answers, so as to build a relationship of trust. Vivetic Group brings you all its know-how, combining contact management and back-office processing to :
- Optimize your customer complaints process
- Reduce processing times
- Improve customer satisfaction
Outsource your multi-channel customer service with Vivetic Group
Vivetic Group can help you implement effective customer relationship management.
Optimize your after-sales service management
As a strategic driver of satisfaction and loyalty, the quality of after-sales service has a major influence on the behavior of increasingly demanding consumers. Entrusting the management and organization of your after-sales service to a team recognized for its interpersonal skills, professional methods and responsiveness is a win-win situation.
Depending on your after-sales service issues, we can put in place a dedicated solution. Call center outsourcing, for example, provides an answer to your incoming call handling challenges. If you run an e-commerce site, after-sales service management is a differentiating factor that can give you the edge: thanks to a trained team available 24/7, we can optimize your after-sales service management.
Improve the management of your customer returns
Managing customer returns and complaints is crucial to your company's loyalty and reputation. Implementing an efficient returns management procedure means offering communication channels adapted to your customers' needs, simple solutions for returning their products and meeting their requirements (refund, exchange, credit note, etc.).
- You manage a E-commerce site ? By entrusting us with the management of your complaints, you can reduce the time it takes to process your returns, improve customer satisfaction and increase customer loyalty.
- You are Press Editor ? Optimize your current portfolio and increase sales of your publications by outsourcing subscriber relationship management to an expert.
To ensure multi-channel customer service managementVivetic Group's teams rely on their mastery of your offers and their recognized interpersonal skills, which have a positive impact on your company's image in the eyes of your customers.
Contact us today for a personalized proposal.
