Have you heard about Design Thinking? It’s an approach to innovation that puts the customer at the center of design for any solution. Developed by IDEO founder David Kelley, it focuses on three main elements: people, technology, and business, all evolving around the customer.
Depending on your business, customers can be a diverse lot, but there are large scale trends impacting customer service that SMEs should be aware of, and responding to. Planning your customer’s brand experience from awareness, to purchasing and advocacy, will create that customer-centric approach that is at the core of Design Thinking.
The impact of millennials and their relationship with technology is a mega-trend to pay attention to. Millennials are also the generation most likely to share experiences, both positive and negative online. They are predisposed to act as brand ambassadors to companies they like.
So, if you are an SME ready to update your customer service offering, it is imperative that you take a look at those three elements in Design Thinking: people, technology, and business and design an integrated approach.
Our client's success is our success. We thrive working with passionate growing companies helping them reach their goals.
Advantage Communications worked with me to offer a program that is unique to our business requirements. They have collaborated and provided insight to deliver the best product for our company.
ACI, thanks for the unique opportunity to be involved in the launch of your new location in Kingston, Jamaica. The decision to blend our support solution between Canada and Jamaica was an important one. The processes and leadership involvement we’ve come to know of ACI has most definitely carried over to the Caribbean.
We partnered with Advantage Communications to totally transform our customer experience and become number one in customer service throughout the region. We intend to put the customer at the heart of everything we do, and ACI is helping us realize that goal.
Advantage Communications delivers exceptional support to our customers. Our partnership is a natural fit, we’re both Maritime companies that share the same philosophy when it comes to our customers, that is to deliver the best care and support possible.
We specialize in building scalable solutions for many different sizes of business, and we have achieved excellence in scaling inbound customer service solutions and technical support, with our new and long-standing clients.
If you need to scale quickly (unexpectedly) or take on a project that will require extensive resources - we can meet that challenge too - as we frequently perform rapid launches (from 50 FTE’s day 1), with great success keeping full brand continuity and reliability.
Technology such as chatbots, IVA (Intelligent Virtual Agents) & AI - is totally conducive to scaling solutions.
We take pride in providing our clients with the ultimate customer experience solutions that best fit their specific needs. We want to hear about the issues you're currently experiencing with your current customer service program, so we can work together, to create and customize your very own solution.
Since 1996, we’ve led the way driving better results in customer satisfaction and cost-efficiency for telecommunications, financial services, retail, digital media, technology, automotive and large enterprises - and now we’re ready to challenge the industry, innovate the call center, and deliver the next level of performance and excellence. Here's some of our client's stories.Read More
Advantage Communications helps brands PowerUp their Customer Experience by delivering the highest levels of customer service. Read our blog to find out what's new in the industry and the technologies that are taken customer service to the next level.Read More
In customer service teams, attrition rates are often two or three times higher than other industries. Overall attrition averages in call centers are generally believed to be in the region of 30 and 45 percent, yet average turnover rates...Read More