Customer Care

Delighting your customer across all channels, with every interaction.

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Overview

It’s all about your customers – and we treat them that way. Phone, email, chat or social, we will attend to their needs in the way they want to be helped, while providing them with the best experience possible. Wherever your customers may be, whenever they may need assistance, and in whatever language they require.

Our service is designed to maximize the value of each customer interaction. We incorporate your organizational culture, your brand values, and the rigorous training, quality standards and technical skills you would demand of your own employees. 

Approach
Impact
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Approach

One-Call One-Connect (OCOC)

As credit card payments have become commonplace, people on both sides of the transaction are concerned about security. We  provide your customer with a proven, safe and accommodating payment system to ensure these concerns are eliminated. The Concentrix One-Call One-Connect solution provides the flexibility to work with a wide range of languages, internal applications,  various countries and currency conversions, while assuring accurate and safe data processing.

RenewalsManager

The renewals sales cycle is a complex process and we recognize that no two businesses are alike. Our renewals experts will work with you to understand your business processes and configure the RenewalsManager technology to fit your business needs. We automatically generate and publish editable quotations based on your pricing and business rules, delivering them to the right place at the right time.

Technical Support

From basic help desk to advanced hardware and software support, we help you choose the best mix of solutions for your customers. Technical problems don't always occur during regular business hours - that is why we provide cost-effective 24-hour voice and online assistance. We offer Tier 1 Basic Support, Tier 2 Intermediate Support and Tier 3 Advanced Support to help you deliver technical and product support across all channels and levels.

Omni-Channel Customer Engagement

The rapid change in technology is affecting the ways customers interact with your brand. To attract and retain relationships, it is now essential to provide integrated and robust support the way your customers want it – email, social media, chat or phone. At Concentrix, we integrate those channels along with phone and other channels you may require to create an effective eco-system of support for your customers.

Knowledge Management

Each customer touch is a reflection of your brand.  Your support team must have an extensive knowledge of the products and processes, as well as sufficient resources to be able to give your customers a positive experience. Our KnowledgeBase solution for contact centers is a centralized database of information and processes specifically designed to equip contact center agents with tools to focus on optimizing a consistent customer service experience.

Impact

One-Call One-Connect (OCOC)

Your customers expect to be cared for by a real person, yet they also value an error free and safe support service. The secure facility behind our One-Call One-Connect solution is designed to combine the best of both human interaction and Interactive Voice Response (IVR) technology. This helps keep the data entry safe and secure while providing your customers with a friendly, human touch.

RenewalsManager

Many companies are missing out on potential service revenue due to the challenges they face in effectively and efficiently managing a successful program. Our RenewalsManager solution automates each stage of the renewals process and reduces the time and costs associated with renewals, while driving increased revenue for your business. RenewalsManager’s reporting capability provides vendors, distributors and resellers with a comprehensive view into their renewals performance, allowing for accurate forecasting and delivery.

Technical Support

Technical support is an integral part of your product or service and it helps you to continuously develop your brand. Concentrix technical solutions are tailored to your individual business needs and to your customers’ varying levels of technical experience. Your customers will have access to self-help tools like KnowledgeBase, FAQs, How-Tos or Product Specs. We can create your library from scratch, or compile the information you have into one, easy-to-access location.

Omni-Channel Customer Engagement

Our experienced data analysts will help you cut through the noise created in today’s interaction-rich environment to identify and prioritize those messages that carry real value. By analyzing the digital environment and understanding your customers, our agents are able to engage with them by using the appropriate channels and thus maximizing any opportunities presented.

Knowledge Management

The Concentrix KnowledgeBase solution for contact centers has all of the tools and resources needed by every agent so that they represent your brand at the highest level. This enables our agents have a lower Average Handling Time (AHT) and achieve a higher rate of success at First Call Resolution (FCR).

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