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Being a Service Provider in a Connected World

Being a Service Provider in this era of Connected World, entails delivering effective Customer Support. Effective customer support leads to Superlative Customer Experience. But this would require a 360° understanding of each customer which is easier said than done.

With an Analytics led Support Services, a support would be able to proactively provide this customer understanding

Customer Understanding -> High Attrition Risk -> Opportunity for Xsell/Upsell - > Repeat Caller, Repeat problem, High Value customer, Existing Customer Life time value -> Big Ticket Customer -> Customer Expectations -> Weekend/seasonal preferences -> Ethnicity/Demographics relativity to Customer behavior -> Customer lifecycle/interactions on various channels = Proactive monitoring/active to adaptive response based on VoC = Customer Loyalty

Thus the bottom-line implications of data mining and analytics is significant for any product/services enterprise. But the cost and complexity of setting up a data mining and analytics practice is a deal breaker for such enterprises.

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Any support services provider with capability around the Social, Mobility, Analytics and Cloud service enablers can support and enable such enterprises by setting up their information management / Analytics, all at a fraction of regular time and costs of traditional solutions in the market. Thus, the desired understanding of the customer becomes a reality, so that such enterprises can start targeting the right customers for retention, sales & growth creating an impact on the bottom line.

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