With the advent of the digital age, a customer interacts with the brand through multiple touch points. To ensure a superior customer experience, organizations must provide delightful interaction experiences across the customer journey and maintain consistency across channels. Great customer experience can boost sales, adoptions, and loyalty, even when the market is increasingly competitive and the value propositions are no longer unique.

Our Customer Experience Consulting Services

Our customer experience consultants at ThinkCap Advisors create a customer experience strategy by studying the customer journey, identifying experience inconsistencies, and implementing a step-by-step improvement mechanism with the help of personnel and technology interventions. These efforts create happy customers and an outstanding customer experience delivery team. As part of our customer experience consulting services we will work with you to:

• Map out the customer journey across channels and processes of marketing, sales and customer service. Assess the current customer experience and create actionable work items which will help deliver a superior customer experience
• Work on the UI /UX and CTAs of your platforms, web assets and applications to improve customer interaction with your products and the brand
• Implement an omnichannel interaction framework with the support of technology to uncover sales and customer support opportunities which will, in turn, reduce time to sell & service and reduce negative escalations considerably
• Measure customer experience outcomes through periodic surveys and an NPS (Net Promoter Score) system
• Deploy software applications including CRM, Cloud Telephony, Bots and cross channel solutions to automate and improve customer experience across platforms and functions of marketing, sales and service