Omnichannel Marketing Optimization
Having more than one way to contact your businesses is a good way to ensure your customers feel heard and enables them to escalate their problems based on their preferred communication channels.
The Challenge
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.