For brands, it is essential now to compete on service, especially if your proposition involves a consumer spending several hundred or even thousands of dollars. This is even more apparent for those entering into a new market, or for those entering a new product into an existing market. Have you really considered the impact a poor customer service experience will really have on your business ? Can you afford to ignore it, or leave it to your community of enthusiastic consumers to manage for you ?
Existing providers of call centers, BPOs and the like have typically enjoyed huge growth. With this growth, there are large infrastructure and facilities investments that require a return. In addition to this the market is hugely competitive for both call center agents, but also price for the service. Now in order to balance this complex problem, most providers have to tap into their economies of scale, and that means making as much as physically possible as standard as possible. This means their customers will typically be given the same service. OK they might have your posters on their wall, and your mugs in their break room, but in essence the service remains fundamentally the same.
From this conundrum, our Studio concept was born.
We start with talking to you – really finding out what you are trying to achieve. Let’s discuss your need, your business plan, how your customer experience fits into your broader company, what level of importance you place on it. We work out what you already have, what works and what doesn’t. Then, and only then do we figure out what the solution should be. This solution can be anywhere from a written customer experience strategy, through to a completely managed dedicated Studio.
At the end of the day, each and every customer will have a different need, will be at a different stage of development, and therefore we cannot, and will not, cookie-cutter "standard" solutions. It just doesn't make sense.
If the dedicated Studio is the most appropriate mechanism to achieve your goals, we will set this up, either at your premises, or at ours. We then dedicate a Studio Manager to you, whose sole purpose is to work with you to ensure all of your customers have the best experience possible. They manage the environment, ensure things are communicated, ensure things are done right and will be your primary point of contact. They are empowered to get things done, and are enthusiastic about your brand.
If it's too soon for a Studio, or you are already contracted to another vendor, then we can simply help you get the best out of what you currently have. We do this in the form of a written customer experience strategy, absolutely aligned to your business goals.
We don’t believe in bloated call center teams, environments that are encumbered with the legacy of prior infrastructure. We do believe in an agile, flexible, friendly and capable working ethic and really do believe that your customers are absolute priority.
We are a Studio. Don’t think of us as a Call Center, or a Support Team, or a Contact Centre. We don’t have floor walkers, or supervisors, or workforce planners, or Erlang planning tools. We have a Studio Manager that is dedicated to you – their only role in life is to ensure that we are looking after your customer in the most appropriate way to represent your brand. We’ve eliminated the bloat that is typical of Call Centre worldwide. This means we can look after our people, and they like to stick around.
We love your stuff. We love tech, we love software, we love helping people. It’s ingrained, it’s part of our makeup and we make sure that our people are totally fans of your world. If you can be enthusiastic to those you are dealing with, it becomes infectious – and that can only be a good thing.
Damn those SLAs. How many conversations do people really like to have about FCR, AHT, pickup times, calls per user – ad nauseum. There are people that make a career of it – seriously. We like to think that if you are spending your time talking about numbers, you are missing the point. Yes, it’s important to know how well the environment is performing, but surely that is not what the only conversation should be ? We like to talk about what we’ve seen, how we’ve resolved stuff, how we’ve prevented things, how we’ve helped build your brand in your customers’ eyes. We also like to talk about what we’ve seen that might help other parts of your business improve. After all, customer contact is paramount, and this is an invaluable well of knowledge that may otherwise get lost.
Omni- what ? Omni Channel. Something many talk about, but few do. Omni - /ɒmnɪ/ meaning ALL. We like to think of it as choice. Your customer wants to contact you, but it’s not always the best time to talk, or email, or chat. Maybe they are in the car, maybe they have 10 minutes in front of a web browser, maybe they simply want to print something out to read later. Whatever shape or size the customer need, we believe that you should offer it to them, consistently, and easily accessible in order to give them the best possible choice of how to contact you. Increasingly, Social Media is used to enquire, or to kick up a stink. In a perfect world, the customer can transfer between these channels, so start on a web session and seamlessly open up a phone conversation, without having to start over ! Wouldn’t that be nice.
Knowledge really is power. An overused phrase maybe, but in the world of Omni Channel customer service, it’s really important to make sure that no matter how the customer contacts you, they get the same answer. This needs knowledge, this needs knowledge that is managed and curated in the right way to be fresh, relevant and easy to consume. We’ve got years of experience in doing exactly this for many of the world’s most interesting companies.
Keep it fair, make it a partnership. Charging by the problem, or by the minute. How exactly is that equitable ? You, as a customer, want less problems – yet your supplier wants more. Not really a good situation to be in. We want to partner with you, want to make sure that we share in the challenges, share in the successes. This is why we use different pricing models that allow us to work with you, not against you in serving your customers.
Technology brings complexity. Being there in the early days of supporting smartphones, we very quickly worked out how to deal with complexity. Your product might be simple, it might be complex, but if it plugs in to something else, or maybe runs on someone else’s OS, then the complexity increases. Who’s problem is it if your VR headset doesn’t install – yours, the OS vendors, the PC vendors, the third party GPU vendor ? If the customer contacted you, then the one thing you know is that they believe it’s your problem, and want answers. We’ve done this