Why choose this offer?

Digitalization is a key lever to improve customer experience and boost company efficiency. Digital offers solutions that address 3 major company challenges :

  • Adapting to new customer usage: being available on channels used daily by customers, customer autonomy for 24/7 access of their personalized feedback.
  • Offer new services and streamlined customer journeys: unique services that build loyalty, a user-friendly and effortless customer experience and seamless omnichannel journeys.
  • Reduce costs through scaling down the number of low-value human contacts, anticipating needs (proactivity), giving the customer autonomy (customer space, FAQ, chatbot), automated internal processing and streamlined workflows.

Introducing our approach

Our approach aims to develop digital services developed to draw in the majority of customers, not only the pool of tech-savvy customers. We support your customers throughout the customer relationship digitalization process to build the motivation of service users, handle the change and establish usage.

DECODE CUSTOMER NEEDS AND EXPECTATIONS

  • Eliminate the guesswork and develop services based on real customer needs
  • Imprint current and future customer satisfaction levels in every consideration
  • Provide customers with the benefit of your digital services from the first use

DIGITALIZE YOUR PROCESSES

  • Rethink the current multichannel strategy
  • Nurture brainstorming on benchmarking elements and existing solutions
  • Host workshops to together construct digitalized customer service and related processes

CONSTANTLY IMPROVE SERVICE

  • Optimize the self-care operations
  • Pinpoint key performance indicators
  • Take advantage of web analytics to improve channel exposure and customer’ digital journeys

ANTICIPATE TECHNOLOGICAL CHANGE

  • Monitor customer behavior
  • Identify the widespread evolving technological trends
  • Monitor the practices of your competition and innovative companies

INFORM CUSTOMERS OF DIGITAL CHANNELS

  • Improve communication with customers on the services and advantages in their use
  • Make this transformation a company-wide project
  • Update Advisers’ script

Faites vivre à vos clients une expérience unique

Benefits

Customer autonomy
Streamlined customer journeys
Efficient internal processing
Exclusive new services

Case studies/strong>

Contacts

Mehdi BENABDALLAH

Consulting Associate Director

Vincent PLACER

Consulting Associate Director

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