Unifying information between multiple systems empowers your customers to communicate across all channels without friction.
Strengthen your channel effectiveness and brand engagement, regardless of when, where and how your customers communicate—traditional channels, digital channels, self-service or automation. Using intelligent integration of data, our Customer Experience Management Portal (CxMP) unifies information between multiple systems to simplify interactions that enable an insanely great customer experience. Combined with our award-winning Customer Experience Transformation (CxT) services, you can increase call deflection and optimize cost-effective contact alternatives, including self-service, social care and chat options.
increase in customer satisfaction rates for a leading multi-national media corporation
increase of customer use of self-service options, resulting in a 10% customer satisfaction rating increase for a large telecommunications provider
reduction in year-over-year contact minutes for a leading consumer electronics manufacturer
Simultaneously reduce call volume and drive customer satisfaction
Great customer support means solving customer problems quickly and effortlessly. We help you reduce program costs and enhance the customer experience by empowering customers to easily resolve problems before speaking to an agent. Self-service options include:
Social care strategies that improve customer sentiment and your bottom line
Social media has become the go-to channel for customer care and brand reputation management. Regardless of your current level of social engagement—from zero to a fully functional social care strategy—Alorica helps you use this channel to enhance brand preference, improve customer sentiment and enhance your bottom line. Our customer service management solution focuses on six proven success drivers:
Instant, convenient online assistance drives customer loyalty
Chat is increasingly relevant and valuable as a support channel, providing an opportunity to maximize engagement with customers who might otherwise have left your website without ever asking for help. Chat enables the capture of valuable customer data, and agents can handle multiple conversations simultaneously, reducing average interaction costs. In addition, live chat can increase conversion rates and reduce abandonment.
Alorica’s guided online customer services include:
One of the nation’s leading producers and transporters of energy needed to improve customer service management and reduce costs.
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Reduce information silos
by consolidating data into a single, easy-to-use agent interface
Data-driven insights help to refine processes and improve customer outcomes
Control costs with self-service alternatives that reduce contact volumes while boosting brand preference
Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.
