Customer Service Consultants
Innovative | Pragmatic | Experienced
At Soniza our experience and knowhow sets us apart from the competition. Getting the right customer service consultant is the first step to to service excellence.
Customer Experience is the Differentiator
A great customer experience will allow you to keep existing customers and acquire new ones. Making communication between business and customer seamless and easy for both sides is the key to success.
A great customer service consultant will get to know your business, getting under the bonnet of what great looks like for you. This all starts with the right customer service strategy.
At Soniza we review the five pillars of the customer experience:
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Business Processes/Management Reporting
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Technology
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Costs
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Staff/Resources
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And of course the Customers themselves,
Our approach allows us to fully understand the challenges, identify suitable solutions and work with you on how to strategize, optimise, procure and implement change to improve the customer experience.
Customer expectations have changed dramatically over the past 5 years. Consumers, suppliers and businesses now expect to be able to resolve issues, buy products and review services 24x7.
This level of service demand is unprecedented and present a real challenge for business, not only to keep up with current trends but to ensure flexibility to meet changing requirements and working practices.
At Soniza our 360 customer service strategy includes:
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Solution Audit - Review of the technology, costs, resource and processes.
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Benchmark - Benchmark of the current service levels and costs with market rates
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Strategy Options - Clearly present options and approaches to achieve the business goals.
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Strategy Recommendations - Tactical and Strategic recommendations, fully costed.
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We work with our clients to define their customer strategy and create the roadmap to implement the recommendations and further optimise on a continuous basis. We ensure the ROI is fully realised, saving our clients both time and money while providing a better service to customers.
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For more information please contact us or click here more information on our approach to strategy.
Customer Journey Mapping
The 'Customer Journey' is an important part of any business. It can be the difference between success and failure. Understanding how customers interact and where, if any, the failure points are is critical in driving customer satisfaction.
At Soniza we bring our experience and expertise in laying out the current processes, making recommendations on optimisation and often redesigning a more efficient solution. This may be introducing new technology, resource and/or processes to ensure customer and business. satisfaction.
We like to think differently, in fact, we have to, keeping pace with the industry and finding innovative ways of meeting customer and business demand is forever changing.
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For more information contact us to discuss your project.
Business Process and Resource
Getting your business processes right will mean the difference between an effective and efficient service centre or a high maintenance one.
When looking at business processes is important to remember the old saying, who, what, when, where and how. This is not just about technology, it's not just about service, it's not just about people, it's about all these things coming together to provide a service which is efficient and focused on delivering good customer service.
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We ensure our customers are getting the most out of their solution by ensuring interactions can be made at the right time, with the right technology, and serviced by the right resource.
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To discuss we can help you define your customer experience strategy, map a successful journey and implement solutions which are right for your business, contact us now for a free chat with one of our consultants.