Your industry. Your challenge.
The outcome on the card.

Gaining new credit card customers in an extremely competitive market is a daunting task for banks and other credit card issuers. Even after customers are attained, they may be expensive to maintain, making successful acquisition campaigns core to a card issuer’s business. The challenge was to create an effective long term acquisition program so that the bank can focus on their core business and the customer acquisition, sales and support is handled by an expert and experienced team and be like a partner to the bank. Needless to mention that meeting compliance and key metrics was an obvious unsaid goal to achieve.

Companies invest strategically to implement live chat for providing sales and after-sales support to their online visitors and customers. It’s an ongoing challenge to improve and sustain conversion rates in order to meet aggressive revenue goals. Also, companies run promotional offers from time to time to drive attract more customers and drive sales and revenue. It is imperative for the sales team to know what customers are saying for the various promotional offers about the products and services offered to them and timely analysis can allow the companies to change their promotional offers to meet the customers’ demands while still being competitive.

A good inbound call program is essential to retain customers and enhance or protect the company reputation. It is imperative to provide the proper tools, training and follow up coaching to enable agents to succeed in supporting the company’s customer service objectives. Our leading telecommunication client, a Fortune 500 Company offering data and voice services to nearly 100 million customers around the globe, was facing difficulties with these few aspects of their inbound call program. Etech was tasked with Improving the company’s Service Levels and Reducing Average Handle Time (AHT) while maintaining a superior customer experience.

My Plates designs and markets new specialty license plates as the sole vendor for the Texas Department of Motor Vehicles. My Plates’ goal is to create a long-term, mutually beneficial relationship designed to maximize revenues for the state through the sale of My Plates specialty plates. Operating with slim budget and minimal staffing resource, there was too much to do and it was important to focus on core competencies rather than the support work that could be easily handled by an experienced team/vendor. Customer experience through live chat was utmost important as many of their customers were young between age group of 20 – 30 years. My Plates was looking for someone beyond just a service provider like a partner.

The company offers their customers the very best values at hotels and other types of lodging in major destinations worldwide. In the highly competitive travel and lodging industry, the client was struggling to find that competitive edge over their other business rivals. They lacked the knowledge needed to fix the business challenges they faced. Due to their rising cancellation rates and poor customer experience, the conversion rates were dropping. Etech took up the challenge to address the problems of conversion rates, sales revenue and improving the overall customer experience.

The hotel and spa offer their customers with signature treatments and amenities for overall wellness. The client was struggling with two major problems, the guest problem in which client lacked the resources to answer customer queries and the competitive wage market led to high turnover for in-demand positions like receptionists. They lacked the knowledge needed to fix the challenges they faced and hence, outsourced their inbound/ outbound reservations, confirmations, cancellations, and administrative duties of the reception team to Etech. Etech took up this challenge to address these problems of attrition rate, conversion rate, guest satisfaction scores, retail sales, etc.

Identifying and improving what your customers love & hate about your brand is critical to driving amazing customer service experience as well as overall business success. To overcome competition, the brand was seeking a partner to identify insights from customer interactions. The Etech Insights team analyzed the interactions & determined the key drives responsible for customer effort, frustration, positive and negative customer sentiment. Going beyond, our team also recommended call flow examples and best practices to drive overall customer satisfaction.