To improve Customer Care KPI’s means to improve the bottom line for a company.
Getting to use a Knowledge Management system is only the first step to choose the best-breed Customer Care management tools. It’s not enough in itself, though. Processes and, above all, content must go along with technology.
Content, processes, and technology are elements of a common approach that puts the Customer Care operator at the center, and allows to improve the KPI's. This is why our methodology embraces each and every component at play: Customer Experience analysis; reorganization and rewriting of contents for frontline, Back Office, counter, Agency, Reseller, Chat operators; real or virtual (chatbot) operators, maybe activated by Artificial Intelligence algorithms. And so on.
ARIADNE'S STRING: OUR METHODOLOGY
The goal worth pursuing is the one improving KPI’s.
We are specialists in improving Customer Care information by an all-around offering:
Customer Experience analysis to optimize and reduce associated costs, e.g. mystery calls, mystery visits, mystery shopping et al)
Reorganization of information and editorial process
Rationalization, reorganization, and rewriting of contents directly on the Knowledge Management platforms used by Customer Care operators
Reorganization and rewriting of procedures on the most renowned platforms (Salesforce, Sap, Siebel, et cetera) in Interactive Knowledge mode through the Newired app, distributed in Italia by our partner Emerasoft
UNI EN ISO 9001 CERTIFICATION
Aryanna’s North Star is quality of service. Because of this, we made up a Quality Management System compliant with UNI EN ISO 9001 regulation.
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