We, at Omelink, have been playing a pivotal role in providing support to our clients in managing some of the most crucial aspects of the customer lifecycle. This ranges from getting the customer to understand the offered product/service, to be able to buy/subscribe, till effectively & efficiently managing the customer post-sale of the product/services. As part of our outsourcing services suite, each project receives dedicated operations management, QA and Training staff.
We offer phone services to handle the range of queries over the phone that includes explaining the usage of the product, service or a feature, sharing details to purchase the product or address any related queries for service or repair.
The efficiency & effectiveness of such calls is measured on the basis of the count of calls resolved/closed and we have a high success rate in this regard which is well above the client’s expectations.
We have been meeting the client defined targets for years now and measure the success rate in the form of Client Satisfaction score.
This involves handling customer’s queries through the digital channels namely Email & Chat. Customers write to us and we then provide resolution basis the customer’s queries. Since the scope of service includes technical support also so there are times when we follow the email/chat response, with a phone call to promptly close the concern.
Many of our customers now prefer to chat – the options for which are available at the click of a button on the website & mobile App. Through Chat, the customers are able to have their queries addressed on a real-time basis without having to call & pressing multiple options on IVR. Like phone support, we offer chat & Email support at all times of the day.
Our customer service is structured around an understanding of customer loyalty and retention as the foundation of all great brands. We help our partners keep and grow existing customer relationships through specialized outcome-focused problem solving, training in relationship building, and a focus on meeting the metrics that convert customers into true brand advocates. When your customers face issues with your products/services, how quickly and proactively you provide the resolution reflects your customers’ notion about your brand and determines brand loyalty.