Handle every customer request with ease

Handling inbound communications is the heart of your contact center. Customers and businesses need to communicate, and the contact center is the place where your customers can reach you. How your contact center handles a customer request—whether a complaint, a question, or a transaction—plays a major role in the customer’s perception of your business and whether or not they will continue to do business with you.

Too often customers end up frustrated by their experience. They don’t know how to get in touch with the right person, they are greeted by impersonal generic automated systems, they sit on hold for too long, their emails go unanswered for days, the agent doesn’t have information readily available to fulfill their request, or they are bounced from person to person while repeating their question at each step.

DDV helps businesses optimize the inbound communications experience. No matter what type of business you have, we have the inbound solutions to reach your customers effectively:

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Deliver Best-in-Class Service

We believe best-in-class customer service revolves around a few key principles:

  1. Identifying the customer. Taking a “what most customers need” approach devalues the customer. Find out who your customer is and treat each interaction with a VIP mindset.
  2. Personalizing interactions. Keep asking your contact center a fundamental question: based on everything you know about this customer, what’s the best possible way to provide service today?
  3. Making it easy! Customers are more likely to complete a transaction and be satisfied with the experience when the process is easy.
  4. Understanding context. A single interaction with a customer is often part of a larger event. Recognizing surrounding events across multiple communication touch points and understanding their impact on customer experience enables the contact center to do a much better job servicing the customer.

Let us help you identify and implement a strategy for customer interaction handling that improves the entire customer journey and ties together all communication channels used by your customers.

 

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