Leverage Omnichannel Marketing

Omnichannel Marketing Optimization

ARC Customer Experience > Omnichannel Marketing Optimization

Delivering excellence in every customer interaction, across every channel.

Having more than one way to contact your business is an effective way to ensure your customers feel heard and enables them to escalate their problems based on their preferred communication channels. This flexibility not only enhances customer satisfaction but also fosters a sense of trust and reliability.

By offering multiple touchpoints, you cater to diverse customer preferences, making it easier for them to reach out and receive timely support. With ARC’s omnichannel quality monitoring, you can ensure that each interaction across all channels meets high standards of service.

This comprehensive approach not only aligns with your brand promise but also provides invaluable insights into customer needs and expectations, elevating overall customer satisfaction and loyalty.

The Challenge

Case Study:

A major energy provider is receiving feedback from their customer base that they are experiencing long hold times and service agents lacking knowledge. Their customers feel like they are unable to get quick and accurate answers when they need them.

How we solve the problem

By evaluating the energy provider’s omnichannel communications, ARC is able to analyze calls, chats, and emails to identify areas where messaging quality and delivery can be improved. Working with contact center and marketing leadership, ARC is able to train and coach agents to deliver consistent information that is on brand in every customer interaction and across every channel.

These Brands Trust ARC To Deliver Excellence and Innovation

What Our Clients Are Saying About Us

ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help. We have never had one issue with ARC’s services or support. They really know their product line. It is refreshing to deal with such an honest and flexible company. I highly recommend them to any call center looking to improve their overall operations and customer service levels.

Jeff WuHouston Methodist Hospital

ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.

Sheena M Ammen BinderClient Access – AllHealth Network

I’ve been working with Cheryl and her Team at ARC since 2017. If you want the feel and service of a small intimate company but the quality, technology and results of a very large corporation, this is the place. Cheryl and her Team have excellent follow-through on requests, changes or details you may want to discuss with your project. We utilize her Team for our secret shops on our sales agents. It does not matter where we are located in the United States, her Team is able to monitor our calls during the time zone we need, 24/7.

Tracey NesselroteCruise America

So you THINK you’re doing okay? You think the first interaction your team has with a potential client, or existing client, is good? After all, YOU trained your team on how to answer the phone. Right? Possibly you are right, however, you won’t know the truth unless you “inspect what you expect.” Cheryl and her team are the key to making sure that you truly do “have them at hello.” Don’t leave this important aspect to chance and assumption!

Coleen A. EllisThe Pet Loss Center

I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around . It makes it much easier for me to analyze the results and share the verbatim with my leadership because they all make sense.

Ted EkkarsPolaris

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Let's talk about your company's goals and needs!

Cheryl Thibault,
Founder of ARC