Services - Business Solutions
Customer Experience Management
Fulfilling customer expectation
Services - Business Solutions
Customer Experience Management
Fulfilling customer expectation
Are you providing your customers with the best possible service? Today’s customer expects to get the easy answers themselves – over the web or on their smartphone. When they do need assistance, they expect you to know who they are, what they need, and who can help them. Can you keep your customers happy and your communication workers productive?
Consumers today are more eager to tell others when they have a negative experience with a company than they are to share their positive ones, meaning that brands must prioritize the customer experience to foster loyalty and satisfaction. At ITDynamix our customer-centric approach enables us to serve one client at a time giving them our full attention, expertise, and outstanding experience. Our customer-first strategy makes a real difference in terms of both sales and profits to our customers. We have executive support and a true commitment from every employee putting the customer first. We have created a customer-first culture that our entire organization embraces and always strive and work to improve the customer experience.
Services We Offer
Customer Care
Creating a Values-Driven Service Culture
In today’s fast-paced world, customers have become increasingly reliant on real-time support for the products and services they utilize. A great call center experience makes your brand look great; a poor call center experience can cause disaster. Our expertise and seasoned agents support your company needs to deliver world-class customer care to your customers. Our team can process customer inquiries and provide support on billing, product returns, and exchanges, customer retention, technical support, and account management efforts. Depending on your clients’ overall needs, we also offer outbound telesales, surveys, and more. We provide a rewarding customer support experience that leads to an increase in customer satisfaction and cost savings.
Why Customer Care is So Important?
It’s because your call center is your main and most crucial contact point with the customer. It retains customers and extracts more value from them. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers to customers, serves as case studies, and provides testimonials and reviews. Investing in customer service helps activate your momentum because loyal customers will help you acquire new customers, free of charge, by convincing prospects to interact with your brand. And, their positive testimonials will be more effective than any of your current marketing efforts — and cheaper, too.
OUR PHILOSOPHY
We are an extended arm of your company. We foster a culture that mirrors your own to ensure that we “speak your language”, and create a personal, friendly, and professional interaction with each customer contact.
CONTACT VALUE
On every type of customer contact, we strive to add value to the customer relationship. Our customer services quality assessment process is both internal and with our clients. So we continually strive to provide complete customer experience and satisfaction to our clients.
TECHNOLOGY
Our Customer Management System ensures accurate, consistent, and timely information when our service staff is in contact with your customers. The CMS customer contact information is exported to you daily for your analysis. Our telephone system automatically voice-records calls received or made and is available for your auditing.
AVAILABILITY
Our Customer Services are available via telephone, chat, email, social media, and text 24×7. We create positive customer experiences that provide your company with stronger customer relationships, improved customer retention, and increased future sales.
2-Order Management
The main element of Unified commerce
Successful management of order fulfillment is crucial to ensure that the customer receives the service they ordered in a timely manner. This boosts customer satisfaction, triggers revenue recognition, and is an important factor in reducing operating costs associated with late orders. We provide end-to-end order management outsourcing services to enable businesses to efficiently process orders and thus improve sales and revenue. Our 24 hours, 7 days a week, 365 days a year support schedule allows us to manage 100% of your order taking service needs or just provide overflow / after-hours support coverage, depending on your needs and seasonality.
Industries We Serve
manufacturing, eCommerce, retail, FMCG, fast food, automotive, logistics, energy and utilities, Information Technology (IT), banking, financial services, electronics, e-learning & education, travel, leisure and hospitality, media and entertainment, and many more.
Key Benefits
Being able to present stock levels to customers and keeping tight controls on inventory helps to build good customer experience. It’s not only at the point of purchase that an order management solution can improve the customer experience. It brings together all channels into one cohesive brand experience. What makes order management important is the comprehensive tracking, optimized order orchestration and fast order fulfillment. This should not be done manually.
3- Appointment Setting We get your message across
We get your message across We continuously hone meaningful and revenue-generating appointments for our list of fast-growing clients. Our appointment setting standards ensure that every call is a valuable opportunity to sell your products and services or make your brand recognition stronger
What We Do
We acquire sales prospect information, contact the customer, pre-qualify, and set up appointments for follow up. Our appointment setting process maximizes the time and efficiency of your sales cycle, with the goal of increasing sales conversions. Our services are used both in Business-To-Business (B2B) as well as Business-To-Consumer (B2C) sales activities. Specifically, if there is a need for direct contact between the company and the consumer to close the sale, scheduling an appointment is required beforehand.
What Sets Us Apart?
✔ OUR APPOINTMENTS ARE ALWAYS CONFIRMED.
✔ WE SET PRECISE APPOINTMENTS AT ALL LEVELS.
✔ WE TREASURE OUR CLIENTS’ INSIGHTS.
✔ WE DELIVER LIVE REAL-TIME APPOINTMENTS.
✔ OUR APPOINTMENT-SETTING PACKAGES ARE TAILORED TO YOUR NEEDS.
HOW WE CAN HELP
When you choose our call center appointment setting services, we can help you:
✔ Save Money by Lowering Customer Acquisitions.
✔ Increase New Customer Sign-Ups.
✔ Save Time and Focus on Core Business Tasks.
✔ Improve the Efficiency of Your Sales Process.
✔ Scale Based on Your Changing Needs.
✔ Increase Revenue by Streamlining Your Sales Process.
✔ Gather Information on Your Target Audience.
✔ Contact Business and Consumer Markets Alike.
4- Technical Support
We do the tough job , you get the great reviews
ITDynamix is a full-spectrum leader in outsourced tech support services. With extensive experience, exceptional people, insight-driven tools, and a wide range of services to choose from, we’ve got you covered.
Solve Problems Faster
Your customers can use their devices to solve tech support problems themselves or work more effectively with live agents. We make it possible to build self-service, live chat, and phone connections right into your company’s customer service offerings. And, when customers connect with an agent, they can use their smartphone or tablet camera to share real-time video or photos to help with problem resolution, and you’ll reduce your returns and replacements. We offer voice, live messenger, omnichannel, onshore, nearshore, offshore, inbound, or outbound tech support outsourcing services. Our flexible solutions allow you to consolidate and optimize your operations and elevate your support experiences to differentiate your brand. Your valued customers will get answers quickly, swifty, anytime, anywhere.
Grow Your Business
We provide you with skilled professionals to handle all the tech support needs of your clients. With our up to date technology and infrastructure, we fuel faster response rates, quality resolutions, and the right approach, leading to satisfied and loyal customers and better business growth. We tailor our solutions to your company’s fundamental needs.
5- Debt Collection
Eliminate the hassle and boost productivity Enhance your business efficiency by outsourcing your debt collection to ensure complete collections. We streamline ad improve the process of debt collections so that businesses can reduce the burden of bad debts, enhance their cash flow, and get back on the path to profitability.
Why Outsource Your Debt Collection?
Our debt collection agents undergo thorough pre-process, process and on-the-job training to provide them with the skills to understand the circumstances of the customer and sensitively deal with the situation. Our well-established approach for soft debt collections involves giving importance to both our client and the customer so that the reputation of your brand is never affected.
- Improved Liquidation Ratios.
- Delinquency Rate Reduction.
- Data Entry Services.
- Customized Packages.
- Increased Profits.
- Enhanced Collections.
- More Focus on Core Business Concerns.
Early and Late Stage Debt Collections
On your business’ behalf, ITDynamix can contact customers who have hindered on payment and offer them options in debt restructuring.
Data Validation and Customer Tracking Services
For customers or debtors whose contact information has changed or who have defaulted for a long period, ITDynamix can attempt to track them down.
Dispute Management and Resolution
Our debt collection call center agents are trained for dispute management and resolution to ensure the best possible outcome for your business.
6- Customer acquisition
Every point of the contact is an opportunity
No business can survive without a regular flow of new sales and sales leads. ITDynamix has the expertise to design, build, and manage customer sales acquisition solutions that enable you to exceed your revenue goals. Whatever your requirements — Call center or Internet, a new sales effort, generating leads for an existing sales program or expanding existing customer service, we have the specialized knowledge, tools, and infrastructure required to build a customer base strong enough that you will be able to branch out to other products or services without hurting your bottom line.
We Help Your Business Thrive
In today’s competitive business environment, organizations are required to engage with all potential customers through inbound and outbound communication using multiple channels. By outsourcing your inbound and outbound sales and acquisition to iCall, your business can leverage our strengths to get an edge in your market through:
- Best-In-House Technology
- Data Security
- Scalability and Flexibility
- Customer Satisfaction Metrics
- Full Transparency
- Multi-Channel Support
- Multi-Lingual Staff
- Tailored Plans
The Benefits of Partnering with ITDynamix
When you outsource your sales and customer acquisition services to ITDynamix, you can expect to gain a long list of benefits:
- Increase in lead generation.
- Decrease in client turnover.
- Huge improvement in customer service.
- Enhance your brand reputation.
- Increase of new and returning customers.
- Boost customer experience and customer loyalty.
- Decrease staffing and training costs
The bottom line is: when you partner with ITDynamix, you get the valuable time and money you need to expand your business. And while you focus on building your organization and achieving your greatest goals, objectives, and ambitions, our team will be working hard to acquire a steady stream of new clientele.
7- Back Office
Out of sight, Out of Mind
From accounting and supply chain management to data entry and content moderation, back-office functions are an essential part of your business. We can help you excel in this area so that you can reduce costs while focusing on your core competencies through our back-office outsourcing services.
If you are looking to improve the quality, efficiency, and cost structure of your organization, our professional back-office services combine process improvement and cost reduction with excellent service quality and real-time service monitoring while retaining scalability and adaptability to the clients’ needs and requirements. There are many benefits of outsourcing your back-office functions such as:
- Focus on Core Operations
- Job Carried Out by Experienced Professionals
- Higher Level of Flexibility
- Access to State-of-The-Art Technology and Infrastructure
- Lowered Costs
- No Hassle of Staff Acquisition and Retention
Transcription
Transcription services are a vital part of any legal or medical organization. Transcribing audio and voice recordings can take hours of employee time, becoming an expensive necessity. Outsourcing your transcription needs is a cost-effective alternative to performing the service in-house.
Data Cleansing
Every database usually needs periodic maintenance regarding data quality. Tasks related to data cleansing that can be outsourced include: removing duplicate and invalid records, adding missing details and variables, interlinking multiple data sources, correcting values, and more.
Online Research
If you are looking to conduct online research to develop competitive information or search the internet to build databases, we at iCall have the staff and expertise to complete this task quickly and efficiently.
Product Data Entry
In an age when eCommerce is thriving, now you can outsource several tasks such as adding product descriptions, features and specifications, adding images for products, organizing products according to categories and subcategories, adding prices for products and data entry for online catalogs.
Manual Data Entry
Even in the age of automation, a requirement sometimes crops up for manual data entry, particularly for printed, unstructured, or handwritten documents. Manual data entry also becomes important when data must be entered in software, such as CMS or CRM applications.
Invoice/Purchase Order Data Entry
You can significantly offload unnecessary time and pressure of the accounting team by outsourcing data entry from invoices and purchase orders (in any digital format), credit and debit memos, and updating of the CMS, business application software, and document management systems.
Outsourcing is No Longer a Luxury but a Necessity
Nowadays outsourcing is not just about cutting costs and saving money, it has become a necessity for companies who are looking to increase employee efficiency, get to the market faster than their competitors, maximizing workforce flexibility, and gain access to highly qualified employees. Our back-office processing agents are ready to manage your internal processes so that you can eradicate all HR issues and technology glitches.
8- Automation & AI
Empowering companies with AI -based Automation & Analysis
Today’s consumers expect a proactive approach and for suppliers to know who they are, what they want, and how they want it. We give our customers the experience they expect in the digital era. Artificial intelligence (AI), analytics, and automation are defining the future and take over responsibility for mundane, repetitive tasks and provide the tools to augment employee engagement. AI can be used to power predictive routing that replaces the call queuing system with a tool that pairs customers directly with agents based on the customer’s individual characteristics and history plus an analytical assessment of the agent’s profile. Predictive routing replaces the static, siloed queue approach with something that enables a wider-reaching, real-time omnichannel experience that comprises the whole customer journey: it adapts to changing patterns of interactions, builds up predictive models using continuous learning and dynamically establishes the required parameters for call coverage and prioritization.
Technology That Speaks to Your Customers
As customer expectations continue to increase, businesses look for effective ways to improve customer satisfaction with minimum costs. AI technology arises as an effective solution to ensure self- service automation and accurate data analytics. When implemented in self-service applications, AI technology enhances customer experience while minimizing costs. The same technology contributes to objective performance evaluation and accurate decision making through analytics. Both applications boost efficiency and contribute to overall business effectiveness.
- Conversational IVR Systems
- Conversational AI Bots
- AI-based Analytics
By offering a practical self-service, technology not only improves the customer experience but also increases cost savings due to automation. Ensuring continuous success requires continuous and accurate performance evaluation. This is where AI-based analytics steps in. By automating the insight generation process, AI-based analytics contributes to business efficiency through the evidence-based decision making and process optimization.
