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
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.
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