A holistic and comprehensive approach to the customer service journey.
Based on Customer Experience consultancy, enforced by thorough analysis of patterns and behaviors, WPG provides top quality service through customer preferred interaction tools.
We see customer care as providing service to customers before, during, after and sometimes even at longer time intervals after purchase. The perception of success for such interactions depends on employees “who can adjust themselves to the guest’s personality”.
Our team is dedicated to interaction with customers in various forms and platforms, handling information requests and support requests and providing customer complaint assistance. The service benefits from multiple communication channels, depending on the type of business and the customers’ needs.
Focusing on the customer experience isn’t just a trend — it’s smart business. It turns out that making every touchpoint great doesn’t just make customers love you, but it also increases your profits. Surveys have shown that 86 percent of consumers would pay more for a better customer experience. You may decide to tier your customer base if some are willing to pay more for premium experiences, including support, early access to features, or other benefits. Either way, your bottom line will benefit.
Retail & Ecommerce
Be In Permanent Contact With Your Customer!
Customer experience is at the hard of every brand’s success these days. Your activities might be mostly online, or mostly brick-and-mortar, or a mix of these two.
Gaining a new customer cost more than to keep a happy customers returning. This means that your brand and revenue goals require a strong Customer Experience (CX) strategy.
To make this happen you need a partner that can meet all your KPIs and SLAs, look after your brand as if it was their own, and take feedback from the customers to improve the sales and your other business processes (product development, operations, marketing).
This holistic approch protects your brand and gives the customers the best experience, aligned with your vision and business goals.
General Inquiry Handling
Inquiry handling is a crucial function for an inbound BPO Contact Center. All that customers need to know about the products and services is available from these information centers. The customers are satisfied and pleased by this, and hence they will go for the order or service you provide. The effectiveness of inquiry handling, directly reflects your bottom line by bringing in new business and generating new customers.
Tailor-made training with our client representatives enables them to have a detailed understanding of your product or service and allows them to deliver flawless information to your customers. The information is provided fast and efficiently.
We specialize in customer relationship management, and the inquiries handled by us help arrange and organize the gathered data. It thus provides excellent insight into the buying trends of the customers. Our clients benefit significantly by intelligently adjusting their products and services to suit their customers’ current buying patterns and behavior.
It’s today’s society, mobile consumers have grown accustomed to getting what they want when they want it, and their expectations have risen accordingly. 82% of CEOs reported that customer expectations of their companies were “somewhat” or “much” higher than they were three years ago. And customers are quick to share negative experiences online. Now the products and services you offer are only as good as the service you back them with — so it’s important to support customers on every channel from day one.
The live chat support is a rapid, efficient, and up-to-date solution for assisting the customers. The live chat support allows companies to offer customers prompt answers and immediate resolutions.
Product Tech Support
Superior customer service must deliver year-on-year productivity that enhances customer satisfaction and reduces the total cost of operations – not just those in customer support. We offer exceptional technical support, contract management, customer relationship management, business management, reporting, and analytics.
WPG’s approach to technical support services and end-user computing outsourcing focuses on generating true business impact. We leverage our technical expertise with a blend of operations and skills in product support.
Outsourcing your help desk service allows you to focus on other, more important aspects of your business. At the same time, you can rest assured that your clients will be experiencing a pleasant and satisfying communication process. The processes and technology that our trained staff uses will grant you all the data that you might need to key out new market trends and adjust your training needs accordingly. Using our professional services, you will reinforce your position as a provider of highly qualitative services.
A lot of companies start with email support. Simply publish an email address, and answer queries as they come in. The advantages are that you don’t need any additional software, and everyone uses email. However, it gets tricky if you are not the only person supporting the product. If all the support staff logs into the same mailbox, two people could very easily answer the same query, or a request could get ignored because everyone thinks someone else is dealing with it.
Contact Center Overflow
Be In Permanent Contact With Your Customer!
Our Contact Center Overflow is the optimal solution when high volume activity exceeds your personnel’s capacity to handle it. We offer a positive support experience and build a long-term collaboration with your customers. The Contact Center Overflow service takes in an extended work schedule of up to 24/7, the overflow of calls, emails, chats, and faxes, directing them to a team specially trained to answer the customers’ requests promptly and professionally.