Customer Lifecycle Management
Customers with problems or questions want your attention and they want it now. Meeting the customers’ expectations with knowledge, responsiveness, and personal connection is the key to delivering your brand promise. Customer care is no more about just supporting your customers, it is about making connections that last and inspire your customers to love and share your brand.
With the world going digital by the day, the need for companies to go create expressive human connections with their customers is larger than ever. At iEnergizer, we believe that every touchpoint with your customers is a brand-building opportunity as well as the backbone of a successful retention and win-back programs.
Our focus on remarkable customer experiences is what drives every interaction, leading to increased customer loyalty and satisfaction.
Let us take care of your customers - We take a multi-channel approach that empowers customers to interact with your brand via any media channel, any device, anywhere with a personalized, effortless and consistent customer experience throughout their journey. Our support channels include:
- Social Media
Collaborating with us:
With our high focus on employee engagement and attrition levels lower than the industry, we know the importance of putting both employees and customers first.
The benefits of collaborating with us:
- Enhance Customer Experience: Always looking for moments of truth and opportunity to delight customers.
- Operational & Cost Efficiency: Utilizing lower cost channels to effectively and efficiently manage customer queries.
- Top-line impact: Value offerings to customers leading to increased loyalty and revenues.
- One of the biggest partners, providing assistance to the customer over the phone, chat, and back office
- Providing 24x7 assistance to card members from two different sites in Noida and Dehradun
- Provide bi-lingual support (English and Spanish) to the card members on the following skills
- New Account Fulfillment & servicing Existing accounts
- Application Enquiry – provide status on applications submitted for credit card
- Welcome/Activation Calls – verify all details on the account and activate the card
- Lost/Stolen Calls – restrict accounts where either the card got lost or stolen and set up a new account
- Account Status, Credit Line Increase, Fee Waivers, Soft collections etc.
- After Hours Fraud Lost/Stolen - 24 X 7 support
In order to achieve customer service excellence, we use various tools to assist the customers over the phone and processing their requests at the backend.
- Processing Express Payments over the phone and chat
- Industry standard Quality Tools to monitor the call quality to bridge the gaps
- Using the MasterCard and Visa tools along with client provided tools for credit bureau data correction and fraud prevention
- Using telephone search tools for fraud prevention
- Using Checking Account tools to validate the payments sent by the customers
Ranked the best site for five consecutive year
Supporting the client to achieve the goals set for the
Customer Satisfaction improved by 60% in past 11 months to reach 56%