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customer experience support
for client department

— Retain customers and make them happy more easily.

WHO NEEDS IT

  • business owners
    ➝ When you are developing a product, service or ecosystem
  • Head Client Relationship
    ➝ When you are responsible for customer service performance
  • companies and organizations
    ➝ When you track, control and improve business metrics

WHY BUSINESS NEEDS IT

  • to create excellent customer service
    Business gets more profit from the client by creating excellent customer experience
  • to improve REVIEWS and the reputation
    Business gets better reputation by removing gaps and bottlenecks on the customer journey
  • to increase customer satisfaction and loyalty
    Business achieves customer loyalty by creating high product value and customer service
WHEN BUSINESS NEEDS IT
  • ➝ Poor quality service and many complains
  • ➝ Customers bring little money to the company or don’t come back
  • ➝ Low customer satisfaction index (CSI, NPS)
  • ➝ A company has low rating on the Internet
  • ➝ Customer service department is overwhelmed
  • ➝ Low customer culture and low customer loyalty index (CLI)
It costs 16x more to bring a new customer up to the same level as a current one.
CX SUPPORT INCLUDES
SERVICE QUALITY
Provide high quality service, flawless user experience and simple processes to ensure customer retention.
PROCESS OPTIMIzATION
Make your customers satisfied ensuring every interaction with the brand is convenient, easy and clear.
CUSTOMER LOYALTY
Increase the clients’ loyalty to the brand with the help of good service. Make them feel valued and taken care of.
CUSTOMER SATISFACTION
Provide a quality product and service by making buying experience meet customer expectations.
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68% of customers leave because they have had a negative service support.

OUR PROCESS

1
Request
First meeting. Refine the company’s request and fill out the brief.
2
Research
Conducting in-depth research. Study scenarios, user habits, trends.
3
Analysis
Identification of patterns, bottlenecks, gaps. Discover points of growth.
4
Report
We provide businesses with a report on customer pain points, needs, and values.

WHAT DOES THE SERVICE INCLUDE

DURATION: 3 weeks
  • Identification of key and potential customer groups
  • Identification of key groups of factors affecting reduction of profit
  • Conducting in-depth interviews
  • Learning trends and best practices
  • Identification of needs, values, and barriers
  • Recommendations for product improvement and reporting results
  • Mapping of customer journey with identification of problems
  • Co-design workshops for idea generation (optional)
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Will CX strategy work
for your project?

Take advantage of a free 30-minute expert consultation:
  1. Understanding your business needs and tasks
  2. Determine the level where the problem lies
  3. Determine actions you need for customer experience strategy
  4. Determine actions you can take right now

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THE VALUE OF OUR APPROACH

Problem solving method
We use the design thinking method in combination with tools such as service design, customer development, JTBD, UX methods, because they allow us to identify bottlenecks and their real causes.
Out-of-the-box method
We use the design thinking method because it allows us to work with custom tasks for which the solution is unknown or not obvious and enables us to generate new out-of-the-box ideas.
Data-driven design
We use the design thinking method because it is data-driven design for businesses that allows decisions to be made largely on the basis of collected data on customer behavior and activities.
Get an estimate of your project
You can choose a convenient time for a consultation to evaluate your project.
Send a request ➝