Customer experience is key
The methods through which customers now communicate with sellers and service providers has dramatically changed over the last five years.
With traditional contact channels giving ground to digital communications, customers also expect a joined-up approach to their conversations, regardless of channel, as opposed to being passed from ‘pillar to post’ when they need support.
Whilst the technology used is undoubtedly changing, great customer service is still delivered by people, whether at the customer front-end or in managing the complex technologies now involved in the communication process. Sigma has a proven track record in maximising the use of these technologies and delivering front-end customer service staff which are a true reflection of our client’s brands.
Retaining customers is extremely challenging giving may customers’ increasing competition and transient nature. As a result, business growth is predicated on establishing a strong sales pipeline and ensuring that existing customers are not haemorrhaged through poor customer service delivery or lack of communication.
Sigma conducts client retention campaigns for its clients. More specifically, when customer contracts may be coming to an end, or communication with customers may be limited due to a lack of resources.
This forms a staple part of the customer service work Sigma delivers to its clients currently. For utility businesses, billing queries may be slight more complex; nonetheless, the opportunity to comprehensively explain bills to customers can reduce complaints and customer churn.