Customer Service and Support
Creating a memorable customer experience, whether that is through service or sales, is the core of our business. It drives the way we think, the way we hire and the way we work. Our approach leverages highly targeted and segmented communications distributed across a mix of channels.
Dialog Direct offers a full range of superior engagement services, including:
- Multichannel customer care, including phone, web, chat, email, text and social media
- Appointment setting
- Help desk and tech support
- Lead generation and qualification
- Social media monitoring and engagement
- Text message customer service
Why does Customer Experience matter?
- By 2020, customer experience will overtake price and product as the key brand differentiators. (Source: Customers 2020 Report)
- 59% would try a new brand or company for a better service experience. (Source: American Express Survey, 2011)
- 91% of unhappy customers will not willingly do business with you again. (Source: Lee Resources)
Learn more about our Customer Experience services
What makes us unique?
Analytics and Predictive Modeling
By matching the attributes of the customer with the engagement scores of the call center agent, we can route the right script, promotion and incentive to the best agent to close the sale or support the customer.
Customer Obsession Program™
Our unique program encompasses 58 best practices of the world’s most admired companies to provide the very best customer experiences. This program has been proven to improve first call resolution, improve satisfaction score and significantly lower costs to our clients.
The voice of the customer is no longer just captured via the telephone. We help clients both strategically and tactically to implement social media customer service strategies, which involve monitoring, engaging, consumer influence and brand awareness.
Our Approach to Creating a Remarkable Customer Experience.
Dialog Direct’s customer service solutions follow our proven six-step process to design and implement a data-driven customer engagement approach.
What people are saying about Dialog Direct
We have heard from clients how wonderful your agents are and wanted to send kudos to them. Dialog Direct shares our keen focus on overall member experience and positive first impressions, which serve to benefit us all. Excellent job!
– HEALTH CARE CLIENT
Customer Experience. Technology Building Blocks.