Failure to respond via social channels can lead to a 15% increase in consumer churn rate (Gartner Study). At NetImpact, we know that a distinctive, positive customer experience can build life-long brand loyalty.
A recent Mckinsey Report Mckinsey Report spoke of how 80 percent of the value creation achieved by the world’s most successful growth companies comes from unlocking new revenues from existing customers. Their advice to businesses? Make exceptional CX delivery a company wide priority and invest in analytics to understand what your customers want.
Since inception, NetImpact has operated at the intersection of analytics and outstanding customer experience. As specialists in online customer care, we not only ensure best-in-class response times and quality for every industry we serve, we also analyse all customer feedback for valuable insights. This has two benefits: 1) increased customer satisfaction leads to higher retention 2) process insights results in a constant loop of improving customer experience, so businesses are never behind in meeting expectations.
The analysis tools and processes used for our social analytics practice give us a distinct advantage, as we are rapidly able to diagnose the most pressing issues faced by customers, giving clients an opportunity to resolve them before losing any patrons.
In addition, our teams are rigorously trained to ensure that every engagement with a customer service representative leaves customers feeling heard and cared for. We pride ourselves on generating positive word of mouth for our clients through empathetic, high quality customer care services that operate 24×7, 365 days a year.
CASE STUDIES
A large financial services client was struggling with regular feedback of delayed and missed response to social consumer complaints. After onboarding the NetImpact team, they are now the No. 1 responsive brand in the industry, with the lowest Turn-around-Time (TAT) in the sector. There has also been a 3x jump in Customer Service appreciation.
For Vodafone India, we helped simplify the customer verbiage across hundreds of touch points covering over 80,000 consumer interaction message templates with a friendly and synergised brand tone. This meant that every online instance of customer support or complaint resolution became an opportunity to offer consumers a positive experience that reaffirmed their brand choice and left a lasting impression on their minds.