Customer Experience

Optimizing the customer experience

The customer experience is much broader in scope than traditional after-sales customer support. Optimizing customer experience means analyzing and improving all interactions that take place with your customers. We strongly believe in building partnerships with our clients to help them deliver the best possible experience during any stage of the customer journey.

5CA has a team of talented professionals which we can be utilized to optimize the way we provide our services. Together with our clients, we identify bottlenecks and devise improvement plans to smoothen the customer experience. This usually involves optimization of processes and systems, in close cooperation between the support teams on both 5CA’s and the client’s side.

Workflow and process optimization

Analysis and optimization of end-to-end customer support processes

Customer and agent experience

Removing friction and effort for both customers and support agents

Third-party tool integrations

Seamless integration of applications into our ticketing system (Zendesk) and analytics platform.

Building and maintaining support Portals

We build your support portal and knowledge base for both customers and support agents

Custom-branded webforms

Webforms matching your house style, integrated directly into our support systems

Support data Analytics

Providing real-time insight into support metrics and trends with our analytics platform based on Power BI.

Artificial Intelligence

Utilizing AI to optimize search results for both customers and our support agents

Support Channel MIX

Helping you choose the support channel(s) fitting your and your customers’ needs