Premium customer care
VIPdesk leverages a rich concierge heritage to provide truly differentiated, award-winning high-touch customer care solutions, delivered via a virtual, home-based service delivery model. Our Brand Ambassadors support our clients via phone, e-mail, chat and social media channels, utilizing our award-winning, proprietary, PCI-Level 1 compliant technology platform.
Our customer care solutions include:
- Gateway or "One-Voice" Servicing
- Customer Engagement and Welcome Calls
- Reservations Assistance
- Social Media Support Services
Gateway or "One-Voice" Servicing
VIPdesk has a solution to a fragmented customer experience: gateway or "One Voice" customer servicing. This is a single agent solution supporting multiple contact types within a single concierge team structure: your customers utilize their concierge for rewards information, relevant customer benefits, and general customer inquiries in addition to the high-touch concierge services on which they already rely.
The end result of a "One Voice" service model on your bottom line is increased customer satisfaction, spend and overall customer engagement due to the seamless experience provided by comprehensive end-to-end servicing. "One Voice" servicing is also proven to increase the number of single-call resolutions.
Other benefits of this service model include consolodation of vendor management and the related decrease in administrative oversight and more robust reporting capabilities and trend analysis derived from complete access to customer activities.
Customer Engagement and Welcome Calls
Landing a new customer is only the beginning of creating a mutually beneficial and lasting relationship. Customer engagement and welcome calls increase usage of your products and services while simultaneously increasing brand awarness and value. This is effective not only when welcoming new customers into your brand, but also when surveying active customers for feedback, as well as engaging with and reminding dormant customers of the value of your services.
One engagement technique that has proven effective for many financial services clients is a welcome call to new customers not only welcoming them to the program, but informing them how products such as concierge services can benefit to them. This is not only an excellent opportunity to engage the customer and inform them of client-specific offers and features, promote up-sell and cross-sell opportunities, and glean valuable feedback on current offerings, but has proven to generate higher usage and spend over time.
Reservations Assistance
Getting where you want to go is not as easy as it used to be. The sheer volume of phone numbers, websites, smartphone apps and social media tools designed to assist consumers in making choice dining, entertainment and travel reservations have resulted in fierce competition for coveted venues. In order to successfully do business in this rapidly-changing technology-driven climate, a reliable and customizable technology infrastructure capable of supporting multiple channels and high volumes is merely a starting point...you must have people who are capable of professionalizing utilizing it.
The baseline requirements for customer service agents today are more stringent than ever, due to the ever-growing influence of technology on the business of travel, hospitality, and entertainment. You need someone on your front line who is a technologically proficient multitasker and problem solver able to provide personable, professional support to your customers in a manner reflective of your brand. This delicate balance of efficiency and professionalism requires a higher caliber professional and a partner with a deep understanding of your industry.
VIPdesk Reservations Experts possess both the skill-sets required and the first-hand experience in your industry in order to develop a rapport with your customers in a manner that reflects positively on your brand. Our Brand Ambassadors can identify with your customers and speak not just from a script, but from their own experience-ultimately providing an unprecedented customer experience.
Social Media Support Services
VIPdesk offers a suite of tools to help our clients maintain and maximize their brand presence in a social media-savvy society. We help clients manage and respond to social media dialog, and measure the impact of those conversations.
Our social media support services offering consists of two components: Social Media Customer Care and Social Media Analytics and Intelligence.
Social media customer care provides you with the tools you need to maintain your brands online. Starting with development of a social media strategy for integrating social media into your contact center, through deployment of a highly-skilled team to monitor and respond to your customers, we provide your customers with the same memorable customer service online as we do via phone, email and chat. Services offered include development of a social media contact center plan through ongoing monitoring, response and reporting.
Social media analytics and intelligence allows our customers to capture, analyze and understand data from across the social media spectrum starting with the first step: Listening.
Starting with a comprehensive 7-step social media audit that begins with an in-depth trend analysis, we provide you with the insight that you need in order to stay on top of what is being said in the social media about your brand, your competitors and your industry, as well give you insight into competitive advantages. Services offered include a social media audit through ongoing monitoring and analysis.