Customer service isn’t just about listening to complaints or giving customers updates. 

At times it can mean handling very tricky situations that require skill and expertise to navigate effectively. 

Our expert contact team have a wealth of experience handling a wide range of different situations of vastly differing degrees of urgency. 

Thanks to this experience, we’re not phased by the challenge of helping unsettled customers, retaining customers on the verge of leaving or winning back customers who decided to leave. 

We’re committed to helping your business to grow and succeed, and we’ll make this our number one priority when we’re communicating with customers. 

Vulnerable customers

As part of our responsible operations, we’re also driven to help businesses to protect and care for vulnerable customers in a way that’s safe, responsible, and constructive. 

There are a wide variety of reasons that customers could be deemed as vulnerable – from financial hardship to sudden changes in circumstances, we’ll work with these customers to ensure that they’re able to find the right path. 

Our teams are trained to be able to identify and manage relationships with vulnerable customers discreetly, so you can be sure that your customers are in the safest possible hands. 

If you’d like to increase your ability to re-engage with customers who have become tough to contact or who have been flagged as high-risk, you can find more information about our industry-leading ReachOut service by clicking here. 

With modern technology changing the way customers approach businesses for support, we must be paying attention and shaping our customer service strategy to tailor to customers using a wide range of different contact channels.  

We’re committed to giving customers access to a variety of communications channels that suit their needs. As a result of this, we’ve been able to continuously innovate and improve our service offering for clients to ensure that your business is a step ahead of the curve. 

You’ve put your trust in us to care for your customers, so it’s only right that we keep pushing to improve, giving your customers everything they need each time they try to get in touch.  

When we’re connecting with your customers, we’ll operate using 4 major principles:

1. Measure – we’ll use data analytics to monitor and assess the service that we provide to your business, keeping a watchful eye out to identify issues or opportunities.
2. Feedback – we’ll listen to feedback from both your business and your customers to help you find new ways to improve our service for you.
3. Improve – we’re not shy of enhancing our methods, so we’ll test, pilot, and benchmark new solutions against our current offerings to ensure that we’re always working most effectively.
4. Act – Once we’ve found a more effective solution, we’ll roll that out into our approach and use real-time data analytics for ongoing performance monitoring.

Retaining customers and securing customer loyalty is something that every business strives to achieve and with Sigma Connected’s expert customer relationship management solutions, that’s exactly what you’ll be able to achieve. 

We know what your customers are looking for and we’ll do everything we can to ensure that you’re offering these things to them wherever possible. 

Whether it’s phone calls, emails, or social media chats, we’ll monitor every conversation closely and answer questions and queries accurately, whilst also spotting patterns in communications that could help us to boost your customer retention numbers. 

Here at Sigma Connected, we understand just how important every stage of the customer journey is to your business – each stage is an opportunity to impress, but it also presents the chance for a potential customer to fall away and ultimately a sale is lost. 

This is true for both new and existing customers, so we’ll make sure that we’re giving just as much attention to customers contacting for the 100th time as we do to those getting in touch for the first time. 

Every customer counts. 

The billing stage can be one that presents a large number of pain points for both businesses and customers – from technical jargon and misunderstanding to late payments and refunds, there’s a lot to understand and one slight issue can quickly lead to increased customer enquiries. 

Sigma Connected’s team helps businesses to avoid the messy enquiries procedure during the billing process by taking the time to chat with your customers, answer their queries, assist them with refunds if necessary, and help them with all of their activities whether it’s joining, leaving, or moving.