This is what we do
We understand your customer’s “Customer Journey” from the moment he/she knows your company(Awareness), goes through the decision making process(Consideration), makes the purchase and receives the after-sales service or warranty.
We design and implementCustomer Experience strategies using technological platforms for the management of Service Tickets and Customer Satisfaction Surveys in the different points of contact with the company.
We implement omnichannel messaging platforms to ensure that your customers will have a positive, memorable and consistent experience in any channel they communicate with the company.
We are a Hubspot Platinum Solutions Partner certified in Service Hub.
How we do it
We understand your target audience
Through a strategic process we define the strategic objectives and business goals that the company wants to achieve. We clearly define the value proposition of the product, service or line of business. We perform the segmentation and define the target audience or Buyer Persona.
We define theCustomer Journey and the Logical Flowchart.
We define theCustomer Journey map where we clearly establish all the points of contact of your prospects and customers with your company and the channels through which they communicate. We apply ” Customer Experience Engineering” to develop the logical flowchart of the customer journey.
We develop the strategy and set up the platforms
Once we are clear about all the points of contact of your prospects and customers with the company, we establish a Customer Experience master plan that defines the moments in which satisfaction surveys are sent, the type of tickets and their assignment, and we implement and configure the platforms to perform the digital management of the customer experience and Omnichannel communication.
Reasons why your company needs it
Your customers communicate with your company through different digital and physical channels to receive advice or obtain after-sales services. If your company does not have centralized these communication channels and the data they generate to ensure a consistent and memorable experience.
You have not implemented a system that allows you to measure the satisfaction of your prospects and customers at each of the points of contact with your company since they saw a digital advertisement, registered, received advice, made the purchase and received after-sales service.
You have not implemented a Service Ticket management system that allows your company to manage the Requests, Complaints and Claims in terms of reception, classification, assignment and resolution of the same, in addition to having real-time information on the status of each of the PQRs generated.
You may be interested in
5 Effective Ways to Measure Customer Satisfaction in the Digital Age
In the digital age, understanding and measuring customer satisfaction is crucial to the success of any business. With the competition just a click away, it’s essential to make sure your customers are happy and …
Avoid These Mistakes: The 10 Most Common Challenges in CRM Implementation
Implementing a customer relationship management (CRM) system can be a transformative tool for any company. However, the implementation process is not without its challenges. In this article, we will explore the 10 …
5 reasons why all Homebuilding companies should have a CRM in place
In the changing landscape of the real estate industry, where competition is fierce and customer expectations are constantly evolving, customer relationship management (CRM) has become an invaluable asset …