Customers
Agents
Insights
Innovation
Leading the Next Generation of Customer Experience Success
Customers today are willing to pay up to a 16 percent price premium for a great customer experience. Furthermore, 32 percent of customers are willing to walk away from a brand they love because of just one bad experience.
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Businesses can no longer afford to have bad customer experiences.
The customer experience is now crucial to brand success. World class customer experiences build loyal customers, open new revenue opportunities, improve word-of-mouth marketing and drive profitable business growth.
So, how does your business ensure it’s offering a competitive customer experience?
There are three core things that tie successful customer experience together - satisfied customers, high-performing agents and customer insights.
The problem is, not many businesses are able to achieve all of these. They may have high-quality agents, they may have good analytics, but they don’t have the resources and technologies they need to bring all three of these components together.
Don’t panic. Advantage Communications is here to help.
We use innovative technology to tie these three foundations of customer experience together, allowing us to deliver consistently excellent customer service outcomes for our clients.
Customers
The Customer is Always Right
This has never changed, and it likely never will. Delivering a world-class customer experience is all about making your customers happy, and meeting their expectations.
To achieve this, businesses need a customer service program that focuses on creating a frictionless customer journey across all touchpoints.
Advantage Communications implements innovative customer service programs that improve the customer experience and reduce customer effort. Our omnichannel customer service solutions reach across a range of channels, including chat, asynchronous messaging, social, email, voice, SMS and self-service.
We're not just a call center - we're a contact center.
We provide our clients' customers with the self-service experience they expect, combined with professional live agent support when needed.
We design holistic customer service programs that ensure no matter how your customers contact you, they’ll leave satisfied.
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Agents
Advantage Communications' customer service agents are an extension of your brand.
We work as one team with one goal, to serve your customers better.
Engagement with your brand starts in training. New recruits are guided through an intense "Client Culture" module during orientation. Agents quickly become immersed in your products and services offering, your brand values, and what they represent.
This allows for a more integrated and immersive brand-learning process that delivers better quality customer experiences for our clients.
Insights
Customer service strategies are highly complex. We are here to help.
Gaining actionable insights into customer expectations and agent performance is the only way to drive continuous improvement.
Advantage Communications uses a number of innovative technologies to gain insights into how customer service representatives are performing, and what customers are expecting from our clients.
Through analytics, we are able to consistently improve our client’s customer experience, find process improvements and gather business insights that can lead to improved product and service offerings.
Advantage Communications uses groundbreaking conversational analytics software, which uses artificial intelligence (AI), to analyze all customer interactions across all channels. This allows us to gather data that gives our customer service team into how customers interact with our client’s brand, products, and services.
We then consistently tailor the customer service program to meet customer expectations and proactively address common customer service issues.
In addition, we also use innovative technology that gives us actionable insights into agent performance. By using artificial intelligence to monitor agent-customer conversations, Advantage Communications is able to seamlessly reinforce effective customer service conversations across all agents working for your brand.
Innovation
Digital transformation lies at the heart of excellent customer experience
Most brands now provide the same products and services as others in their industry. That means the competition for business is greater than ever before, and companies need to be able to provide unparalleled customer service to win.
Delivering world-class customer experiences and superior customer service is near-impossible without digital transformation.
That’s why many businesses turn to Advantage Communications for outsourced customer service.
Contact center technologies that drive customer service ROI
We use innovative technologies that underpin our customer service programs, helping us to enhance our agent performance, gain actionable insights that drive consistent improvements and offer next-generation omnichannel experiences to customers.
Our best-of-breed technology stack allows us to reduce the customer effort while at the same time improving the customer experience, enhance CSR performance through live feedback and continually optimize business outcomes by using insights to improve customer service metrics such as CSAT, first-call resolution and lower total cost to service.
How to Deliver Superior Customer Service with Contact Center AI
Download your copy of this informative guide and get the insights into how AI can truly benefit your customers!
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