It’s all about service, let your customers know that you care
Only by completely understanding your customers and their profiles are you able to identify customer issues and needs early so that you can understand how to organise resources and best service their needs. At LBM we view every customer as unique, not just a contact name in a database, but a real person who has the potential to become a fan of your brand.
The benefits of great customer care cannot be ignored. By offering innovative solutions geared towards continuously learning from customers, their profiles, behaviours and differing needs, we are able to deliver a customer care solution that will have a direct impact on the bottom line and increase customer loyalty.
Through Intelligent Contact we will enable you to deploy a customer care strategy that will allow you to build and refine your Customer Intelligence, not only to aid proactive customer support, but to lay the foundations that will deliver extended customer lifetime value.
A selection of what we have to offer:
|We can help to manage your social relationships, to monitor and invite feedback, and protect your brand.|| || |
|Increase your understanding of customer profiles by maximising the effectiveness of your customer data. Identify which customers are most likely to need your support and how best to deliver this.||Secure data management solutions to support the optimisation of your ongoing customer relationships, including managed services for cleansing and enhancement, merge and integration. Also, feature rich online portals to aid your usage.|| |
|Design and deploy predictive models to support proactive customer care strategies and plans. Identify issues early so that corrective action can be taken before customers realise a problem has occurred.||Analyse contact history to determine their preferred channels for customer contact and the time of day when they are most likely to need your support.||Use interactive and personalised communications to gain direct customer feedback. By analysing results and taking advantage of LBM’s Customer Experience framework we can help you to learn from this experience, then optimise customer contact strategies to further enhance performance, customer experience and ROI.|
|Inbound and Outbound customer care options across Voice, Web Chat and Email, ensuring that customer interactions are matched to the appropriate Customer Advisors, who are fully immersed in your brand.||Increase your level of customer interaction using personalised mobile and email marketing, then capture responses for future prioritised follow-up. Remind your customers that you value their opinions through automated customer feedback solutions.||Provide your customers with alternative ways to interact and transact with your brand, to suit them. Ultimately, to drive down costs and optimise proactive customer support where, and when it’s needed most.|
|Intelligent outbound and inbound Contact Management solutions to optimise productivity, performance, the customer experience and ROI.||A range of interactive solutions across Voice, Email, SMS, Web Chat, Instant Messaging and Digital TV.||Internal systems to optimise the customer experience through quality assessment and customer feedback (Call Recording, Voice Analytics, Quality & Coaching, Customer Satisfaction Surveys etc.)|