July 20, 2022
How to reduce contact center costs with Increso solutions
The Value of Customer Care
For the end customer, the experience in interacting with the brand takes on an increasingly important role so much so that satisfaction with what is purchased is sometimes measured more by the service provided at the sales or post-sales stage than by what is purchased.
In this sense, Increso has adopted a clear and transparent recipe, namely, to offer innovative, effective caring services that are necessarily tailored to the customer, knowing how to dose 3 key ingredients:
Human Touch
no matter how automated or digitized a customer care service is-we at Increso believe that the human component is critical, and that resources with years of knowledge in a given field can express "non-automated" value in specific interactions.
Innovation
the proprietary technologies we use to deliver our services, to enhance our ability to interact with the end customer, and to improve business processes in terms of time and cost reduction, are constantly evolving through our Innovation Hub. We are constantly investing in and comparing new and established technologies to enrich our Platform
Skills
the ability to implement a turnkey service by combining the human factor with technology and managing together with our client company the stages of conception, design and implementation of the solution, is the result of the experience and skills of our resources in consulting in the management of complex projects and IT development
"What is the added value offered by Increso solutions?
Our value does not end with the provision of service to the Client but includes constant support that stimulates continuous improvement in quality and overall performance.
Practical case of innovation
For a client company in the Automotive, we implemented an innovative service for managing service requests for IOT devices from end users. Here's how we met the challenge!
Issue
the company had set a goal of reduce inbound calls on the contact center, the only channel of communication with users until then.
The reduced pressure on the facility would have resulted in reduced operating costs accompanied by increased quality of handling requests and improved end-customer satisfaction.
Realization
through an initial analysis phase, which also involved the customer, it was assessed that our "Visual IVR" and "Contact management" solutions would enable the user to benefit in self from structured and personalized information to manage their need without the need to resort to telephone assistance, and to generate a significant saving in operating costs such that the return on investment would be a few months.
In just a few weeks, we replaced the customer's existing traditional IVR with the components of our platform Inxide appropriately configured, and we set up a team of operators trained in handling at the user's request any exceptions in the self-interaction phase.
Result:
our service, once fully deployed, is enabling selfcare resolution of more than 40 percent of service requests. In addition, the use of innovative channels to interact with end users has enabled a 25 percent increase in CSI.
For more on our case studies, read also.
Self Care at the Service of Smart Mobility
Omnichannelality to deliver on the promises of Logistics.
Credit management enhanced by automation
Value Interactions: Campaign Management Solution
AI Interactions: the revolution of the mail channel
The value of people: Connected Home Customer Care
The Future of Customer Care
Consumers have become accustomed over time to interacting through their smartphones to obtain information, make purchases, and make returns with a few simple clicks.
To meet this need, there is ample availability in the market of digital products and solutions made with the most innovative technological paradigms that can improve CX.
At Increso, we believe that only those who can govern ever-evolving technological innovation by enhancing it with the human factor will be able to offer excellent customer care services, enabling consumers to have truly unique, personalized experiences in line with their highest expectations.
Experience and innovation at your service
Contact us to define together a strategy tailored to your business. And your customers'.
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