Inboundcustomerservices

Inbound Customer Services

Our inbound customer services team will receive incoming calls, emails and manage LiveChat for existing and prospective customers or your members. We also offer services to drive inbound sales whilst upselling to existing customers.

Voice

Our inbound agents have a dual focus. They understand that helping customers is fundamental to building loyalty but are also highly skilled sales professionals focused on driving incremental revenue for your brand.

With call minimal waiting and highly efficient handling times we provide a cost- effective voice solution, with a focus on first call resolution.

  • New customer support
  • Customer renewals
  • Order and subscription status and distribution queries
  • Receive, process payments and donations
  • Product and technical support
  • Customer cancellations
  • Billing queries
  • Processing refunds
  • Change of address
  • Managing direct debits
  • Customer account reviews
  • General enquiries

Email

Many customers prefer to communicate by email therefore our agents are equipped to respond accordingly. Speed of response is critical, and we treat each enquiry with the priority and care that your customers expect.

  • Manage queries
  • Process a payment
  • Respond to complaints
  • Send documentation
  • Speedy response
  • Keeping the customer updated
  • First email resolution

LiveChat

Your customers expect both speed and accuracy of response and our webchat enables instant help and support in real-time, enhancing your brand reputation.

Our technical engine identifies hot topics, enabling predefined content and proactive chats to encourage additional sales. With a range of operational and business reports we can monitor the effectiveness of the engagement solution optimising chat performance.

  • Real-time support
  • Proactive or reactive functionality
  • Add LiveChat to any web page
  • Links to other social media sites, SMS, email or call back
  • Predefined content reducing handling time
  • Cost effective
  • High productivity
  • Website Navigation – what's hot, what's not on your site
  • Translation

Inbound sales

Retaining your existing customers and maximising sales opportunities from them is fundamental to the success of your business. Ultimately, by providing extra focus will increase the likelihood of ensuring they remain profitable long-term customers.

We recognise the importance of your customers' needs and priorities and our sales driven agents will guide them through a decision-making process crafting a personalised sales approach for each individual.

We use a range of tactics to encourage inbound calls including tailored email and SMS messages.

  • Agents are results driven
  • Maximise all sales opportunities from inbound calls
  • Cross-selling and up-selling services
  • Win backs
  • Information relating to additional services
  • Email and SMS campaigns to drive inbound calls