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Customer Service & Satisfaction

A host of services that ensure your readiness for customer success

Overview

Customer service is constantly evolving. And so are customers. Today’s post-pandemic consumers expect solutions and answers within minutes, no matter where they are. Your customer service team is often the first point of contact for your customer.

So, what makes your customers happy?

Stellar support would mean knowledgeable and experienced professionals, minimum wait times, reduced resolution times, personalized responses, and warm interactions. Our customer service outsourcing solutions give you the power to go above and beyond your customer’s expectations.

Our services cover everything from post-acquisition and onboarding processes to billing. We use tools with inbuilt automation and offer omnichannel support to ensure every point of the customer’s journey is addressed with care and in real-time. It takes the right mix of cutting-edge digital tools and customer care specialists to craft fine customer experiences. And we have it perfectly packaged for you.

Your customer is ready for you. Are you?

Our wide range of services

Multi-lingual customer support

Your customers expect you to be device, location, channel agnostic and meet them where they are. Stand out by building outstanding omnichannel experiences combining an AI-first approach with empathetic human interactions.

Here’s where Movate customer support solutions come in.

  • Award-winning, globally recognized smart omnichannel customer support system
  • Services across five continents in over 100 languages
  • Omnichannel capabilities include voice, email, social media, chat, SMS, AR, and others
  • Drive process efficiencies and customer satisfaction at reduced costs

In-depth customer insights

Data analytics is truly the future. And you need it today. Our customer analytics services and solutions are wired with robust machine learning tools to convert your customer data into insightful business actions. Stand above the competition with our solutions trusted by over 25 Fortune 1000 businesses.

  • Obtain deep visibility into customer needs
  • Achieve tangible improvements in CSAT and NPS
  • Anticipate and resolve issues at faster speeds with zero downtime
  • Maximize your ROI with greater customer satisfaction

Billing and invoice management

Simplify your billing and invoice management for seamless ordering processes. Our solutions are digitally enhanced for easy collaboration and management of order management processes. We fit the bill for all your business needs.

  • Save considerable time with lightning-fast processing times
  • Inbuilt automation reduces errors caused by manual operations
  • Highly flexible and allows for frictionless integration
  • Better control and visibility with detailed data capture
  • Frees up precious resources for more sophisticated tasks

Social media support and content moderation

The modern consumer is almost always online and they expect brand experiences to be present where they are. We provide end-to-end social media support across all major platforms to ensure positive brand sentiments. Also, keep your business safe and secure from harmful content to maintain credibility, trust, and loyalty with the right tools and expertise that we have. We give you AI-enhanced multichannel support services that can always keep your audience and your brand secure from inappropriate or banned behavior.

  • Real-time social channels monitoring for maximum engagement
  • Be where your customers are, always
  • Increase brand loyalty and positive sentiment
  • Speedy responses to queries and quick resolutions
  • Support across all major digital messaging channels, including Google’s Business Messages, Facebook Messenger, WhatsApp, Apple Business Chat, social media channels, SMS, email, product review sites, online communities, and more.

Back-office processing

One of the easiest ways to save resource usage and money? Iron out your back-office processes. These processes typically require huge effort and time and involve manual work hours from multiple resources. Leave the tedious tasks to us and experience numerous benefits.

  • Greater focus on core business activities and improved productivity
  • Streamline processes for quicker turnaround times and greater efficiency
  • Cut costs without scaling down processes
  • Take advantage of the latest software and technology
  • Rigorous quality checks ensure error-free processes and data

Requests and general enquiries

Customer requests come in through multiple channels. You must prioritize and manage them flawlessly to keep your CSAT scores high. Our requests and general inquiries management solutions are guaranteed to impress.

  • Track and manage a service request from start to finish up to fulfillment
  • Communicate efficiently with status updates and estimated times to build reliability
  • Garner data and gain visibility into improvement areas for better performance
  • Automation-enhanced systems make workflows and resolutions faster and simpler

Empower your customers today with digital CX solutions

Real-time insights

Sophisticated algorithms give you deep insights into multichannel customer journeys to drive real-time actions

Intelligent search for efficient self-help

Automated in-depth search function across multiple repositories for quick and effective self-help

Smart virtual assistants

AI-enabled assistants for faster responses, specific answers, personalized experience, and uninterrupted service

Agent amplification

Boost agent performance with a 360-degree view of the customer, integrated knowledge management, and AI-enhanced smart case analytics

Augmented reality powered intelligent support

AR technical support with a built-in voice assistant that is smart enough to understand the user’s product interaction, detect any issues, and recommend the best course of action.

Experience channel-less freedom

We have the omnichannel capabilities to provide seamless no-stitch experiences to your customers and remarkable business outcomes at lower costs.

  • Augmented reality
  • Chat
  • Email
  • E-commerce
  • Social media
  • Remote login
  • In-person
  • SMS
  • Support app
  • Web
  • Video
  • Voice

Driving impact

25-40%

  • Scalable and resilient solution to address variable demand with real-time routing
  • Priority routing for high value customers with white glove support across all channels of support
  • Customer persona created based on demographics, past interactions, scores, subscription plans

60%+

  • Diversion of volume to digitally enabled self-help channels during peak
  • Automated order tracking and returns process
  • Insights-driven proactive actions and product advocacy with best value

30-50%

  • Managed services model to manage end-to-end CX operations
  • Outcome-based engagement based on number of active customers per month
  • Analytical modeling and churn predictions for proactive support to sales

Resource center

Read about the latest industry trends, technology breakthroughs, views of thought leaders and our perspectives to improve your business outcomes.

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