Is your Customer Care efficient?
If Customer Care operators cannot use the right tools and contents, call time becomes longer, issues are not solved at first contact and the customer satisfaction rate worsens.
Longer call times mean time waste paid by the company. Each more second means a bigger cost.
Is your Customer Care effective?
According to the authoritative Corporate Research Forum, 70% of leaving customers choose a competitor due to Customer Service issues. An unsatisfied customer
sharing its negative experience brings to the loss of 15 new customers
We’re specialized in improving Customer Care information with a full-fledge service.
Improving Customer Care KPIs means to improve the bottom line
Adopting a Knowledge Management system is just the first step in getting the best tools for managing Customer Care in an efficient and effective way. It’s not enough, though. Processes and, above all, contents must go along technology.
Contents, processes and technology are components of a single approach that focuses on the Customer Care operator* and allows to improve KPIs companywide.
That’s why we developed a methedology embracing all the factors involved, from customer experience analysis to contents reorganization and rewriting for operators*.
* In Aryanna’s vision, reorganization and/or rewriting of contents is done while thinking about their usability by operators, either human and virtual (chatbot), even if triggered by Artificial Intelligence algorithms.
Aryanna’s Thread. Three modules for a single goal: improving KPIs
Analysis
We measure quality of services provided by Customer Care through ad hoc research on the customer experience.
- Customer experience analysis to optimize and reduce associated costs, i.e. mystery calls, mystery visits, mystery shopping et al.
Processes
We track information flows and pave the road to Customer Care processes that are more efficient and effective.
- Reorganization of editorial and information process.
Contents
We reorganize and rewrite contents according to the rules of content language usability.
- Razionalization, reorganization and direct rewriting of contents on the Knowledge Management platforms that are used by Customer Care operators.
- Reorganization and rewriting of procedures on the mainstream applications (Salesforce, Sap, Siebel…) in Interactive Knowledge mode.
Technology agnostic
We know all platforms but are tied to no one
- Deep knowledge of main KM platforms for Customer Care.
- Strong specialization on the Salesforce Knowledge component.