Building Customer Experience with Connect from the Ground Up
A friction-less customer experience is the only way to retain and grow your customer base
Simplifying processes for your internal team keeps the team happy
In order to simplify this process, OmniLegion worked with Recyclops to define how and why their customers contacted customer support. Then the Recyclops team defined the best process flow for information and how they could reduce the friction in the process. The end result was a process that gave the customer a call queue, a call-back option if they did not want to wait, and voicemail if their issue was not urgent. This process significantly increased their customer satisfaction and allowed their customers to easily get their issues resolved. Simplifying processes for your internal team helps keep the team happy.
Recyclops had 4 customer experience representatives that were overworked and struggled to provide an optimal experience to their customers. They found it frustrating to service the various issues using a cellphone and a voicemail box that ultimately made their work experience sub-optimal. Their new experience designed from the ground-up allows the team to have a true customer experience line, and service the customers in order. It also allows them to prioritize the issues based on urgency, and keeps the customers happier by always staying on top of the most pressing customer issues.