Customer Experience that Meets the Customer Expectation
When customers have a bad experience, they defect to your competitors. It’s that simple. Companies struggle with defining a good experience, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction.
To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to optimize agent-customer interactions in real time. You need Enkata's customer focused products.
Increase Customer Loyalty
Our integrated performance management and analytics products improve your service operations to provide a better customer experience. With Enkata you can align employee goals with company strategy, optimize call routing, develop a standardized coaching process and supply relevant data to agents in the moment. Analyze your customer experiences across channels to identify and fix training gaps, inefficient processes and burdensome policies.
Our products can:
- Improve customer satisfaction by 3-5 percent
- Improve customer retention by 10-15 percent
- Reduce repeat calls by 20-30 percent
- Reduce operating expenses by 2-3 percent
- Increase sales by 15-20 percent without sacrificing call quality, FCR or AHT
Enkata’s Integrated Product Line Includes:
- Enkata Manage to deliver superior customer service.
- Automated Contact Reasoning to understand why customers contact you, without agent tagging.
- Enkata Coach to automate and standardize your coaching process.
- Enkata Quality Monitor to automate your QM program.
- Customer Experience Analytics Solution to identify the root causes of customer dissatisfaction.
Want to meet your customer's expectations? Request a demonstration of the Enkata integrated product line to see how.
