We Deliver Quality Customer Experiences to Enhance your Brand

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.

- Customer Relations Manager at Hyundai Auto Canada.

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. 

- André Blanchard, Senior Director of Operations at PNI Digital Media.

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.

- Garfield Sinclair, CEO of Flow Jamaica.

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.

- Deborah Shaffner, President at Eastlink.

FLOW CUSTOMER EXPERIENCE CENTER

FLOW provides residential and business telephone, Internet and television services across the Caribbean. Advantage Communications manages the FLOW Customer Experience Center created to immerse the ACI Agents with a fully branded FLOW experience.

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READY TO SCALE?

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.

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BOOK A DISCOVERY SESSION

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.

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Client Success Stories

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.

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Viewpoints Blog

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.

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3 Reasons Why Happy Employees are Key to Happy Customers

Have you ever heard this traditional Chinese proverb? "A man without a smiling face must not open a shop." Perhaps you’ve heard of a more common phrase, happy employees = happy customers. Want to know why they’re so important? They’re...

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