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Customer engagement in a connected world CX COMPANY Personal service and sales. Across every channel. With every customer. Every time.
| Date post: | 13-Apr-2017 |
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Customer engagement in a connected world
CX COMPANY
Personal service and sales. Across every channel. With every customer. Every time.
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We live in a connected world...Let’s make it personal
Engagement Services
Digital Engagement Self-service and sales across all digital channels powered by our digital customer engagement platform, DigitalCX.
Social engagement Technology and operational consultancy to build high performance inhouse social customer operations.
Live engagement Outsourced social customer engagement and agent assisted services from our 24/7/365 Digital Customer Engagement Centre.
In today’s connected world your customers use digital channels to share information, swap news, ask questions, get answers, find friends, make plans and more. It’s all about personal connections. So, when they use digital channels to get in touch with your business, shouldn’t that be personal too?
We think so.
That’s why everything we do at CX Company is about helping you create highly personalised service and sales experiences across digital channels and devices.
Experiences your customers will find convenient, rewarding and fun. Experiences that build loyalty, advocacy and business value for you.
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CX Company has supported a digital transformation within Robeco, with online self-service supplemented by web chat and underpinned by DigitalCX. New customer growth has quadrupled, assets under management have risen 20% and cost to serve fallen 40%. The transformed Robeco has been named ‘Best for Online Customer Service’ in the Dutch Contact Centre Awards and has the best online sales conversion rate according to independent research.
“Throughout the transformation of our business CX Company has been a true partner, showing us at every step what digital engagement can do for our customers and our business – then working alongside us to make it happen.”
Basil Schoonens
Director of Investment Services, Robeco Retail
International asset management business.
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Our digital engagement solutions are powered by our unique digital customer engagement platform, DigitalCX.
DigitalCX drives relevant customer journeys by understanding the context customers bring to each one. Its unmatched natural language and semantic search capabilities interpret customer intent and sentiment. Its ability to map ‘the journey so far’ based on click paths and page visits, reinforces your ability to understand what customers are looking for and to provide the help they need.
…to personalisation
When DigitalCX is integrated to your backend systems it gains a 360° view of the customer for ultimate personalisation. Now you can deliver personalised service responses and sales offers based on each customer’s status, history and known preferences. Expect to see customer experience scores and sales conversion rates soar.
Our support
We’ll work with you to implement DigitalCX in your business and use it create new sales and service approaches that allow digital channels to achieve their full potential.
Insight services that help you understand what customers are trying to achieve and how your digital performance can be improved. Journey design services that help you
design and build powerful customer journeys that are efficient, intuitive and rewarding. Knowledge management services that
make creating and managing online content easy.
Digital Engagement
From context...
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Social EngagementOur Social Engagement services combine technology with operational consultancy to help you build effective customer operations that manage social at scale.
Our technologies address every aspect of social customer engagement. As a top performing Salesforce Licence and Implementation partner we provide global access to its industry leading Salesforce Exact Target Marketing Cloud, including Social
We’ll design the ideal operating model to deliver your social media strategy, advising on staffing and training your teams. With our background in multi-channel customer engagement we can also advise on integration with other channels. Our insight services use analytics to interpret
data from social interactions, helping us to design better customer journeys on social channels.
Our Social Monitoring Services track customer sentiment, competitor activity and market developments and can help you stay alert to business opportunities and challenges.
Studio. To that we’ve added a mix of insight, security and operational technologies that maximise social performance.
Technology
Operational Consultancy
Complementary services
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“With CX Company we’re accelerating our adoption of social media. In the first year we doubled campaign activity, secure in CX Company’s ability to handle every response we generate with speed, accuracy and professionalism.”
Martine Barbier-Westhuis
An outsourced team within CX Company’s Amsterdam-based Digital Customer Engagement Centre manages all of Randstad’s social media interactions with a response time of less than 30 minutes. Randstad’s reach on Facebook and Twitter has doubled.
Market leading recruitment agency.
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We’ll work to extend brand reach, value and positive sentiment across social channels by engaging with consumers in ways they appreciate and value. By responding positively – liking posts, sharing opinions, responding to comments – our agents will grow your fan base and turn fans into active ambassadors.
Social brands
We’ll support all your digital channels, providing human support via web chat, co-browsing, email and – when absolutely necessary – voice.
Agent assisted
Our agents are your customers’ first point of contact on social to get questions answered and issues resolved. We commit to industry leading response times and ensure those responses are creative, relevant and a source of delight.
Social service
Our agents identify sales opportunities by spotting buying signals and instigating point-of-need conversations. Whether our remit is to generate leads or close the sale they’ll move quickly to secure a buying decision.
Social sales
Live EngagementOur Digital Customer Engagement Centre operates 24/7/365 to provide outsourced service, sales and engagement via social and agent assisted channels.
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CX Company provides technology, services and support that make personal customer engagement possible across every digital channel and device.
Our digital, social and live engagement services are making personal engagement a reality for leading businesses and big brands across 17 countries.
Ready to engage?
Contact us now.
www.cxcompany.com
Europe +31 88 34 50 300
UK +44 1425 614 070
Germany +49 211 5388 32 34
USA +1 212 681 2566 ext. 302
Engaging Customers in a connected world
CX Company provides technology, services
and support that make personal customer
engagement possible across every digital
channel and device.
Find out how CX Company can support your
digital business.
