CX Management
Delivering a consistently exceptional customer experience drives customer loyalty, retention, and revenue.
Can you offer your customers an exceptional experience across multiple communication channels, at a time of their choosing?
Operating as a seamless extension of your business, our highly-trained CX Advisors, using the latest technology, deliver a first-class service.
Customer Service - Overflow and Outsourcing
Exceptional customer service is pivotal for all businesses. ICX can seamlessly operate your customer service function, enabling you to focus on your core functions, or, where capacity is limited, operate as an overflow, delivering the same great customer experience as your in-house team.
Solution benefits:
- Our CX Advisors operate as an extension of your business, fully immersing themselves in your brand.
- Latest technology enables seamless data and system integration.
- Never miss customer inbound communication or SLAs when you are under-resourced or have an unplanned outage.
- Flexible contracts which enable you to manage.
- Partner that can scale your business quickly.
24/7 Helpdesk
In an online world, just because the office is closed does not mean that the customers are not looking to interact.
Solution benefits:
- Ensure that your customers can be supported at the time of day, or night, that suits them. At less cost than managing the OOHs or extended teams yourself.
- Allowing you to offer basic to premium packages to your customer and so increasing profit.
- Support and guidance given by trained professionals who will represent your brand and ensure that your customers will NEVER know you’re not around.
- Increase profit by catching all customer support opportunities and ensuring brand loyalty.
- Customers feel heard and looked after. Full system integration, personalised activity
Engineer Management
From sole-traders to multi-national blue-chip companies, the best call-out services offer 24/7 contactibility and engineer management. Diary access and personalised control centre activity from our trained staff means that you can rest easy whilst we manage the situation.
Solution benefits:
- Meet your customer service level agreements
- Manage emergency call-outs and quickly escalate them to the relevant engineer
- Operate 24/7 so your customers and engineering team always have a central point of contact delivering a great service
- Enable your customers to contact your business using their preferred communication channel e.g. phone, live chat, SMS, Whatsapp, email.
- Reduce resource costs and OOHs cover by utilising a 24/7 contact centre that has been thus for 10 years.
- Share your engineer diaries and we can ensure the right person is the right location at the time specified.
- Scalable solution for 1 to 1,000+ engineers.
Incident Handling Service
What do you do when you have an outage? How do you tell your entire customer base of a problem, update or planned activity?
Solution benefits:
- We can provide a human interaction 24/7 for those customers calling/texting/emailing in to report an issue.
- We can implement an algorithm-based reaction to spot an area of concern and send a cautionary text/email update to ensure inbound traffic is reduced.
- The above, can put your team on the front foot and ahead of the game should an incident occur.
- We can manage OOHs incidents ensuring customers are supported for 100% of their time using your product and not just within OFFICE HRS.
- Incidents wont clog up your in-house processes and will free your team to resolve whilst we handle the increased activity.
- Customers feel heard and looked after. Full system integration, personalised activity.
Virtual Reception - Outsourcing and Overflow
From virtual reception and single-person diary management to online ordering systems, we can manage the daily INBOUND call activity, so you don’t have to.
Solution benefits:
- Freeing your time to allow you to continue to grow your business and complete the activities to do so.
- Suggesting to your customers/competitors that you are a larger company than you may be.
- Allow your customers access to your products and the ordering process at any hr you wish to consider.
- Compete with the companies who have their own call centres without incurring the cost and resource headaches.
- Customers feel heard and looked after. Full system integration, personalised activity.
LET'S TALK
If you would like more information on any of these services or want to discuss your outsourcing requirements in more detail, please contact us and we will be happy to help