Serve your customers better

Now more than ever providing customer choice and responding quickly and efficiently to their needs is critical to business success. Your customers increasingly want to deal with organisations on their own terms as they are better informed and ever more willing to switch to alternatives than ever before.

Where Kcom can help you

Dealing with these challenges to deliver a differentiated, truly customer centric service may seem like an impossible challenge, especially when budgets are under scrutiny and headcount under pressure like never before. But failure is not an option – replacing lost customers is an expensive business, and today, always on world news about poor service experiences travels faster and is more accessible than ever before.

Having worked with many organisations across both the public and private sectors we’ve been able to demonstrate that our solutions don’t just improve service but also help organisations to reduce costs. How do we do this?

By enabling you to respond to customer enquiries faster. Using advanced call routing systems to distribute calls to a relevant customer service adviser or department means calls can be answered quicker. Self service applications when intelligently implemented, can help customers resolve common enquiries quicker, and at the same time enable you to make more expensive, trained agents available to deal with more involved or complex enquiries. By providing customers with the right response, first time, you’ll waste less time on following up calls whilst increasing customer satisfaction.

By making it easier to locate and contact specialists or subject matter experts. Real time presence and instant messaging can make it easier for your customer facing staff to locate and contact experts for advice when dealing with customers, while click to call technology can bring them instantly into customer conversations.

By providing customers with a choice of when and how they reach an organisation. For instance, through extended contact centre opening times or offering a choice of media (e.g. phone, SMS, email or web).

By taking care of the running of your website and ecommerce applications. We can simplify management, improve reliability and security and help you easily cope with any peaks in demand. What’s more, through the use of the latest virtualisation technologies in our Tier 3 data centres, our services can deliver tangible cost savings over in house solutions.

Pay on results. By working closely with customers to understand your goals and objectives Kcom can propose innovative commercial models, for example measuring our success based on the number of calls completed using self service technologies rather than a live agent.