Case Study
LASTING PARTNERSHIP DRIVES 95% CUSTOMER SATISFACTION RATINGS CONSISTENTLY
The Background
One of our longest-standing partnerships is with a leading Internet-based subscription service. They originally came to Ver-A-Fast (formerly Incept) seeking help with their outbound program but grew into a large, complex partnership that includes a seamless multi-channel customer experience through new customer welcome calls, inbound customer support, technical support, customer retention, and effective integration with newly acquired competitor business segments. Throughout the last 20+ years, we have maintained customer satisfaction ratings above 95%, creating happy customers and a very satisfied client.
The Challenge
The client came to us in need of outbound cold call acquisition support to help grow their company. They also needed a more robust team to support inbound calls from current and future customers. With plans to acquire competitors, the client also needed a partner that would be able to grow with them and seamlessly integrate new business segments to support and growth channels.
The Solution
We created a robust team with expertise in conversational marketing skills to help achieve sales (inbound, outbound, chat), customer support and cultivation goals. They implemented a wide range of programs, including:
Outbound dialing to convert business trial users
Customer support -password resets, lock outs, basic how tos, etc.
Level 1 Technical Support – product issues, API integration etc.
Outbound calls at distinguished intervals to classify customers as well as increase LTV by answering questions and showing value/appreciation
Back up for internal queues – Fraud/HVST/etc
Security Verifications
Chat – presales – reactive and proactive
Specialty outbound programs – numerous specialty outbound programs to alert customers of program changes, follow up IT incidents, express gratitude etc.
To consistently meet and exceed the expectations that the client set, we put a great deal of time into aligning employee culture with the client’s culture. Consistent meetings with key contacts are essential to this mission, so the client sends our main contact from across the country for one week every month. These visits are filled with high-level strategy sessions, innovative operational discussions, and tactical meetings with some of Incept’s front-line representatives.
“The employee I spoke with was awesome!!! I even hung up the phone with a shocked smile on my face for how helpful and sweet she was!!”
The Results
This partnership led to customer satisfaction scores consistently above 95% and a long-lasting, evolving relationship that contributed to the client’s significant growth.
Ver-A-Fast is the choice of many leading brands as a partner for superior customer service. Our commitment to providing results and aligning with the client’s culture is what sets us apart as a partner, and their customers’ feedback is what proves our superiority in the marketplace:
Industry
E-commerce
Solutions
Customized outbound CX:
Phone
Real-time automation
Specialty programs
Conversational inbound CX:
Customer support
Level 1 Technical Support
Internal queue
Security verifications
Chat
“By far one of the best customer service calls I’ve made. No hassles and a quick resolution for my issue. ”
“The girl on the phone was great. The world needs to be more like the one I talked to she was very understanding and said sorry that I was having the issue and it was not her that caused it. Just a large thank you to all team members for all you work!”
“Thank you for your understanding and service with a smile I could see in her voice. Great Job!”