Services
Our work is highly customized. We tailor our engagements to your unique needs.
If you wear many hats and are working with limited resources, we can help you make every dollar count. Whether your team is new to digital customer service, needs to integrate processes to support new channels, or simply needs to scale, we can help.
We’ll work with you to establish a plan and bring it to life. If things get messy, you’re not alone. So you can move toward tangible outcomes including higher employee and customer satisfaction, contact deflection, and greater cost efficiencies.
We want you to feel confident as you lean into more meaningful relationships with your customers and stakeholders through digital approaches to customer service.
Service Details
People-Centred Strategy — Executional Excellence — Partnership and Vision
This is where the rubber hits the road in building your digital muscle.
Small Engagements, Big Impact
A chance to date us before we get hitched. Think of these as quick wins: simple and affordable options without a big lift. An easy way to get started optimizing your digital customer service experience.
Chatbot Design Considerations and KPIs - Chatbot Assessment - Email Templates - Canned Messages - QA for Digital Channels - Frontline Conversational Skills Training - KPI Definition
Process & Operational Support
Design of digital-specific processes and programs. First we do an assessment to understand the readiness of your people, processes, and technology. Then we help optimize and scale your existing operations.
Experience Assessment - Process Flows - Driving Higher Adoption of Digital Channels - Email Templates - Canned Messages - QA for Digital Channels - KPI Definition
People Enablement
Helping your team build their muscle in digital customer service channels. From soft-skills training, leadership coaching to hiring support and skills assessments, we help you bring the best out of your people.
Frontline Fundamentals and Conversational Skills Training - Leadership Coaching - Building Digital Acumen - Assessing Talent - Hiring and Selection Support
Chatbot Experience
You choose the technology, we’ll help you launch your first chatbot or optimize an existing experience.
Chatbot Assessment - Journey Creation - Language Design - Improving Chatbot Performance - Design Considerations and KPIs
Strategy
Understand the art of what’s possible. Build the vision and guiding principles to deliver an extraordinary experience.
Strategy & Roadmap Design - Go-to-Market Planning - Benchmarking - Insight Mining - Channel Decommissioning
Execution
Tactical, hands-on support for day-to-day operations through to launching a new digital channel.
Short-Term Fractional Leadership - Change Management - New Channel Launch and Post-Launch Support