The Health Technology Player had to create a customer-centric website that instilled greater confidence in key stakeholders with quick response turnaround times.
HGS Interactive boosted satisfaction with faster, more accurate resolutions and a clear always-learning approach.
Developed product knowledge portal for swift resolution of customer inquiries/concerns.
Enabled associates to find accurate resolutions promptly.
Regular sessions conducted to keep associates well-informed.
Focussed on reduced response time & elevated service levels and identified knowledgeable product experts among associates.
Utilized the power of positive communication and crafted engaging/empathetic response templates.
The success of the project lies in the synergy between customer experience and marketing. Better resolution means better customer sentiment, which also means that every dollar spent on social is amplified, not diminished – by poor customer experience.
reduction in response time
increase in service levels
increase in Net Promoter Score (NPS)
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