Customer experience transformation

Customer expectations have evolved

66% customers expect companies to understand their needs and expectations*

Your customers’ expectation of impeccable service has evolved alongside advances in technology. Personalised experiences, the ability to self-serve and connected interactions across multiple channels are just a few of the ways that customers expect immediate resolution.

88% of customers expect companies to accelerate digital initiatives due to COVID-19*

We start with your vision

To design a CX solution that meets the changing needs of your customers, our approach begins before onboarding and implementation, with a proven CX consultancy programme that will help you to define success criteria and vision, whilst identifying and mitigating any risk. This is a customer-focused approach that significantly improves the chance of successful project outcomes. By simplifying complex processes, removing waste and introducing appropriate technology solutions, we deliver improved end-user experience for your customers, at a lower cost for our clients. Typically, Novacroft delivers c.5%-25% reductions for clients via the use of this consultancy, often via testing a hypothesis with a pilot of new technology to drive your digital transformation strategy.

Industry leading technology solutions

We offer a remote customer care contact centre solution, operating 7 days a week and 365 days each year. Novacroft uses an omni-channel cloud Contact Centre solution, bringing unparalleled scalability and resilience. Our telephony system supports:

• inbound and outbound calling
• customisable Interactive Voice Response (IVR)
• call recordings
• call transfer and telephony wait messages
• webchat, email and SMS
• behaviour analytics
• full reporting suite

71% customer contact centres were not ready for remote working during lockdown, a survey** by Genesys found. However, at Novacroft, we were able to move at pace to protect our team members without compromising on the service we offer our customers

Our customer care offering also benefits from:

• Skilled customer service experts, each team member selected for their professional approach and customer service experience
• Dedicated teams who are focussed on you and your customers
• User Experience and operational performance analytics
• Workforce management for forecasting, planning, monitoring and reporting
• Training team and learning and development programme for all team members
• Secure remote desktop solution ensures rapid scale-up
• Real-time call and email monitoring
• Quality performance monitoring and feedback
• Management Information reports with a focus on SLAs and Quality
• PCI compliance, accredited to LRQA ISO 27001 Information Security and Cyber Essentials Plus

Check out our CX case studies, which include how Novacroft applied a unified communications approach for a transport provider, including outbound calls and SMS, reducing client costs by 27%. 

*Source: “State of the Connected Customer,” October 2020, Salesforce

**Source: Contact-Centres.com