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Customer Experience

Customer Experience

CX - Exceptionally Designed, Crafted and Optimized.

Covalen manages global customer experience teams at scale on behalf of our clients. For more than 20 years, we’re providing innovative solutions to global organisations. We’re passionate about designing, crafting and optimizing customer experiences to best-in-class standards. Our diverse experience teams provide customer-centric services before, during and after a purchase—empowering our clients to deliver a seamless customer journey.

We’re compliant with all regulatory practice requirements, and we’re ISO 9001:2015 accredited (Quality Management System relating to the provision of outsourced customer service). As well as the contact centre infrastructure to support large-scale organisations, we have proven expertise implementing compliance and quality standards across omni-channels.

Our people are highly skilled in dealing with customer requests and support escalations. Support teams handle queries using omnichannel capabilities to deliver impeccable customer experiences.
A thorough understanding of customer service metrics allows us to provide diagnostic customer intelligence and meaningful insights to drive informed decisions.

We can help you devise, implement and meet ambitious KPIs aligned with your goals. For example, you may strive to improve: first contact resolution, first response time, full resolution time, or customer satisfaction (CSAT).

We care about developing and maintaining meaningful connections and nurturing customer relationships. We believe that impactful customer support goes beyond successfully managing and closing tickets—it drives customer experience, affecting how the customer feels after each interaction with our employee. We realise that providing exceptional customer support is key to customer retention and helping our clients to gain a competitive edge.

Customer Satisfaction

94% of customers going through an effortless experience are likely to repurchase vs. only 4% of those who went through a high level of effort. (Gartner, 2018)

Today, customers demand more from the companies they do business with, and they expect to have a seamless experience. High effort interactions can trigger customer complaints because of difficulty from the customer’s perspective, which may lead to frustration. And this is the opposite end of the customer satisfaction scale. When complaints arise, how well they’re dealt with, managed and resolved are critical factors impacting customer satisfaction scores.

At Covalen, we measure customer satisfaction and customer success via:

Product/service satisfaction – Customer Satisfacton Survey (CSAT)

CSAT is an important metric in understanding how customers feel about your customer service and the resulting scores are an indicator of customer loyalty.

Customer loyalty – Net Promoter Score (NPS)

NPS can drive growth by providing key insights at different stages of the customer lifecycle. NPS can be benchmarked against your industry competitors to get a clear picture of customer satisfaction positioning.

Complaints Management

The complaints resolution procedure is a vital part of every business. A customer who makes the effort to complain instead of moving towards your competitors⁠—is open to remaining a customer.

At Covalen, we know that prioritising the complaints handling process delivers benefits to our clients. We have significant experience designing, crafting and delivering complaints management programmes in multiple industries including regulated financial and utilities sectors. Data protection, data security, GDPR and the consumer protection code are essential elements of our programmes.

Our people are excellent at handling complaints⁠—smart, responsive and detail-oriented with the respective soft skills to deliver optimal resolutions and improved close times.

When scaling up complaints teams, we ensure our customer support agents are fully trained and knowledgeable about our client’s company, culture, policies, products and services.

Escalations Management

If a customer service agent cannot solve a customer’s issue, we have an escalations management process—and customer service leaders with profound knowledge in this area. As our client, we work side by side with you to devise optimal timeframes for replying to issues.

Our goal at Covalen, is to turn every escalation into a remarkable customer experience for your customers by listening, responding appropriately, and resolving their issues quickly. Our quality teams ensure continuous improvement while demonstrating the highest levels of proficiency in a multi-client environment.

Exploiting our quality customer success platform, we deliver best practices in customer escalation management, enabling our clients to retain more customers and improve customer satisfaction scores.

Voice of the Customer

Implementing a Voice of the Customer (VoC) programme allows us to meet consumers at each touchpoint within their customer journey. What’s crucial is, we listen to what they say—we don’t make assumptions. This way, we develop an in-depth understanding of customer motivations and we use this knowledge to strengthen relationships, optimise customer journeys and continually improve service delivery. Primarily, we inform, educate and help your customers to make better choices.

Gathering VOC Data. Our VOC process may include the following:

  • Interviews
  • Customer Surveys
  • Recorded Call Data
  • Email Responses
  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Customer Effort Score (CES)

We find that each of these methods has its strengths and weaknesses concerning the extent of data provided. We evaluate the data as part of a broader scope of customer intelligence.

To obtain valuable VOC data collection results, we optimise questions and goals to extract the most informative answers from customers, while minimising data that is less useful.

Our VoC methodology enables us to -

  • Assess new concepts, ideas, and solutions
  • Use a consultative, knowledgeable approach when communicating with customers 
  • Detect early warning signs that could negatively impact business goals
  • Carefully serve your customers with solutions that resolve their problems
  • Increase customer retention and extend customer lifecycle value (CLV)
  • Deliver useful and actionable insights to our clients 

Our leaders at Covalen have spent more than two decades driving outsourced solutions and pioneering innovations. We design and deliver sales managed services and customised solutions from platform cloud-based sales to enterprise sales—working as an extension of our client’s business.

Evolving with our client’s needs, we develop sales programmes from the ground up—and redesign existing sales programmes to optimise processes, increase lead generation and improve conversion rates.

Equipped with comprehensive process, tools and resources, we support our clients with a continuous flow of value through our people, training, insights and technology.

As a Cpl company, we have the capacity to scale outsourced sales teams quickly—scaling up or down depending on seasonal cycles and goals, enabling our clients to generate the best ROI.

We deliver sales solutions to companies across different industries—Financial Services, Utilities, Technology and more. From low complexity B2C sales to high complexity, high-value B2B deals and large-scale implementations—the level of engagement and expertise our teams bring is exceptional.

Lead Generation

Lead generation is vital driver of revenue and growth for businesses and the first step in building relationships with prospective customers. We implement multi-channel lead generation programmes focused on providing feedback, insights and continuous results.

We understand the unique parameters of audience segmentation and how to leverage the best channels to achieve maximum gains. Our industry knowledge, business skillsets and innovation mindsets combined with our realistic and structured approach deliver best outcomes to our clients.

Sales Campaign Management

Sales campaigns are a great way to drive sales opportunities due to a seasonal trend, a new product launch, or by creating opportunities to up-sell and cross-sell to customers.

Sales campaigns make it easy for salespeople to keep their contacts informed and announce specific, customised offers. They provide the opportunity to target customer segments and personalise offers based on interests and buying behaviours.

We run a range of sales campaigns to meet our clients’ specific goals and objectives over defined timeframes. In close collaboration, we build effective messaging to resonate with the target audience, implementing excellent campaign management systems with regular progress reports.

Partner Management

We have decades of knowledge and expertise managing our clients’ various third-party partners and ensuring there is an effective system in place for enhanced communication and success.

We work with a variety of partner implementations such as dealers, brokers, vendors and resellers.
And through our Partner management solutions, we provide the support that enables your partners or resellers to understand your brand and utilise the right tools.

We work with the entire lifecycle of partner programs - from partner onboarding, to enablement, collaboration, deal registration and channel analytics.

Inside Sales

Inside sales transactional engagement is frequently utilized within B2B Technology industries. An inside sales model offers our clients a seamless, automated approach to sales, and the opportunity to deliver an integrated, omnichannel experience to customers.

Experts in talent acquisition, we carefully screen, hire and onboard sales talent, continuing to scale inside sales teams using best practice techniques.
Our inside sales teams will work with your customers to open opportunities, create solutions and deliver a highly efficient transactional sales process. We design and develop our inside sales models to meet ambitious sales targets and deliver increased revenues.

B2B and B2C Telesales  

At Covalen, we craft and deliver relevant, decisive real-world solutions for our clients to drive and optimise B2B and B2C customer acquisition and retention.
We deliver inbound and outbound telesales and web-based programmes to meet a range of sales needs including:

  • Product launches
  • Product releases & promotions
  • New market product introductions
  • Product upgrades & add-ons
  • After-sales
Account Management 

Account management outsourced solutions allow our clients to gain tangible benefits through compelling design and best practices across compliance, quality, training and insights.

We work with assigned customer groups to achieve our clients’ goals, representing their businesses across geographies—effectively managing customer relationships and providing expert solutions.

Our account management teams are specialists in –

  • Compliance and regulatory procedures across sales channels and territories
  • Driving high engagement levels, product adoption and continued product usage
  • Business process excellence via client onboarding, analysis and insights
  • Forecasting implementation challenges and providing turnkey solutions
  • Identifying and implementing upsell and cross-sell opportunities
  • Delivering faster, streamlined services and cost reductions

We partner with global organisations to deliver omnichannel technical support services to users by phone, email, live chat, chatbots, and other logging tools.

Our efficient help desk solutions contribute to the delivery of our clients’ overall customer experience agendas. Depending on the industry and product, our teams offer detailed technical guidance— to the more practical elements of customer service.

Tiered Technical Support

At Covalen, we understand that establishing your technical support function, or making changes can be challenging, especially as your company scales, or you experience a period of growth. Our leaders have delivered multilingual technical support services to global organisations for more than two decades.

We offer structured technical support to help our clients deliver excellent customer experiences. We design and deliver outsourced and managed service tiered support based on the complexity of issues.

Our service desk models are designed to:

  • Proficiently address and meet customers’ needs
  • Quickly resolve uncomplicated user issues
  • Determine a timeline and procedure for more complex issues
  • Deliver increased employee engagement and satisfaction
  • Improve employee onboarding, career progression, and retention
  • Gather feedback and meaningful insights for product upgrades

Our tech support agents access clients ticketing systems to provide end-user support using telephony, email, webchat and remote support options. 24x7 support staff work with teams in global locations providing Security Services and Network & Server Management.

Tier one technical support: Basic help desk resolution and service desk delivery for issues like  password reset to help users locked out of accounts. Tier one support agents identify the customer’s query and offer tips on how to manage and resolve the problem.

Tier two technical support: Experienced support agents use a diagnostic approach to evaluate if it’s a new or existing issue, and offer a more in-depth solution to the customer.

Tier three technical support: For complex issues, customers access top level support. Our highly-skilled support agents explore the root cause of the problem to determine the repair process and apply the best resolution.

We bring your CX vision to life.

We bring your CX vision to life.

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