READY FOR SCALE
Shifting focus for Customer Service is similar to turning a cruise ship, not a speed boat. It takes time, but with the right resources and expertise, it is achievable.
Scale offers companies undergoing evolution, maturation, or modernization the best solution to pivot the customer experience, leading to improved customer satisfaction, higher employee retention, and increased revenue.
SOME OF OUR CLIENTS INCLUDE
FEATURES OF SCALE CX BY CX COLLECTIVE
We use the term "scale-ups" to describe companies that are leveling up. Customer Service needs to rise alongside the rest of your company, so we assess your current practices and understand past attempts and their failures.
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Next, we deeply examine your established policies, your brand identity, and your customer expectations. Simultaneously, we analyze your nonverbal communication with customers and identify areas that need attention. This assessment allows us to create a roadmap to bridge the gap between your current and desired state.
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We present a comprehensive plan that you can execute independently or with our support. The plan is not time-based, but we provide an estimate of required hours. If you choose our support, you only need to provide approvals, and we take care of the rest. If you have a capable team, we can act as project managers to ensure a smooth transition to operational efficiency.
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Customer Journey adjustment
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Evaluation of Customer Service Policies, Processes and Workflows
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Develop Self Service Strategy
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Help Desk migration, revision and training
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Standard operating procedures and Internal Knowledge Base setup
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Onboarding training for new hires (add on)
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KPI and metric definition for data driven decision making
HOW TO SCALE CUSTOMER SUPPORT
WITH CX COLLECTIVE
FIRST, GET INSPIRED BY WHAT'S POSSIBLE
Let's kick things off by scheduling a collaborative brainstorming session, where we can delve into your support journey. Since we are a small team, we want to ensure that we are a good fit before moving forward with any potential projects.
NEXT, YOUR BUDGET, YOUR SCHEDULE
During our call, we'll walk you through our approach to building CX from scratch. Our aim is to showcase the possibilities and outline the value of your investment.
Plus, as a thank you for joining, we'll offer you a complimentary checklist for starting from scratch.
Additionally, you'll have the opportunity to receive a customized plan tailored to your specific needs, whether you decide to work with us or go at it alone.
FINALLY, YOUR PLAN, YOUR WAY
Once your new support strategy is up and running, we'll be right there with you, providing all the maintenance and execution support you need. We can continue to move forward together!
GET STARTED
TESTIMONIAL
Melissa Joffe, Sr. Director of Customer Experience at Thrive Causemtics