Encountered problems98% of customers issued from a company do not call upon client relation services. This high rate is relevant of the negative opinion of customers towards this type of service. Clients acknowledge of the lack of trust regarding the quality of complaint processing. They refrain from any possible comment.

This loss of information is very dangerous for the company because it cannot react to possible customer dissatisfaction. Moreover, the company will not be able to take into account any comments to improve an offer. According to a survey produced by a marketing and KP/AM customer relations cabinet, the lack of consideration of different brands towards their customers have lead to 65% of customer departure.

Companies therefore need to setup performant customer monitoring tools that will enable to interact more efficiently with customers. Today, a good product, a good price and a good marketing are not sufficient for any company’s strategy. Customer monitoring is a crucial parameter that needs to be taken into account. The higher the quality, the higher the turnover will be. Three fourths of the enquired are aware that a quality contact centre encourages them to place new orders.

You are aware of the problems and have already undertaken actions. However you would like to take a step further and offer an irreproachable customer relationship. Therefore you will need to:

• Reduce the average time of data processing
• Easily identify the most recurrent complaints
• Increase the number of processed complaints
• Improve significantly customer satisfaction
• Optimize your customer service’s efficiency and quality
• Reduce call times