ABAI CONSULTING

CUSTOMER RELATIONS

What does the customer expect in exchange for what they are giving us? What do they know about us? Or why have they given us their personal data?

At ABAI Consulting, we can help you segment your customers based on their current and potential value to allow you to find the right balance in your user service processes.

RIGHT APPROACH:

Personalisation – Standardisation
Internalisation – Externalisation
Quality – Cost
Right Shore – Right Timing – Right KPIs – Right Cost

CUSTOMER RELATIONS

SERVICES

HOW?

Identifying new models
(philosophy, policies, guidelines, targets, what to change and how)

HOW?

Process management
Process map
Process governance (process owners and process areas)

HOW?

KPI inventory
Support processes for KPI management

HOW?

ARPU (average revenue per user)
Segment prioritisation
Establishing customer profile
Strategic segmentation map

HOW?

Culture and resource alignment
Technology and data ecosystem
Value proposal
Redesign and ensuring efficiency in operations and processes
Consumer knowledge and analysis
Omnichannel social media strategy

HOW?

Automated NPS
(mail, surveys, pop ups, feedback tab and via mobile)

CUSTOMER RELATIONS MODEL

Identifying new models (philosophy, policies, guidelines, targets, what to change and how)

INTERNAL OPERATIONAL PROCESSES

Process management
Process map
Process governance (process owners and process areas)

ESTABLISHING INDICATORS

KPI inventory
Support processes for KPI management

SEGMENTATION MODELS

ARPU (average revenue per user)
Segment prioritisation
Establishing customer profile
Strategic segmentation map

OMNICHANNEL MODELS

Culture and resource alignment
Technology and data ecosystem
Value proposal
Redesign and ensuring efficiency in operations and processes
Consumer knowledge and analysis
Omnichannel social media strategy

CUSTOMER SATISFACTION AND OPTIMISATION

Automated NPS (mail, surveys, pop ups, feedback tab and via mobile)

SUCESS STORIES

Experiences

SPEECH ANALYTICS

More than just a conversation

Identifying the reason for the call

Conversations with customers are one of the richest, most varied and accurate sources of information a company has access to. These conversations should be managed using technology and expert advisors who can guarantee the quality of the information.

Our client needed to go one step further and think outside of the box to access new information that would allow them to improve the customer experience.

So, they invited us to undertake a Text and Speech Analytics project to extract information from their historical data that they could make use of now.