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Customer Experience Management

Customer Experience Management

KServe understands two key aspects of customer experience management, one is the customer's uniqueness and secondly, the overall customer lifetime value. We not only strive to provide the best individual transaction but also seek to understand the broader picture to continuously improve interactions. Our expertise is channel agnostic and is applied on all of voice, web, email, chat and social.

"The single most critical factor why I relied on KServe for Customer Experience Management over the last few years is their ability to align with our inside team at the PROCESS as well as OUTCOME Level."

-India’s leading online shopping company

As per the client requirement, KServe offers services that form a complete or segmented solution:

Customer Service

KServe supports its client in managing their customer service in the following:

  • On-boarding Activities – Welcome Calls, Welcome Emails, Process/Program Explanation, Customer Information Management, etc.
  • Queries, complaints & feedback management – Product & Service related assistance, Account related information, Help Desk
  • C-Sat surveys – Customer Health check up, Service related follow ups
  • Inbound Sales – Sales Enquiry Management, Order Management, Cross & Up Selling

Back Office Management

KServe provides services of end-to-end resolution of complaints which it achieves by coordinating with the client’s internal stake holders and external partners. The different aspects of KServe’s Back-Office services are

  • Billing & Payment Management – Payment Processing, Invoice Generation
  • Credit Management – Refund Management & Credit Fulfillment in coordination with the client’s finance team
  • Fraud Check & Investigation – Account/Card misuse tracking, Root Cause Analysis
  • Legal Escalation Management – Online complaints tracking on consumer forums, Issue Addressing and resolution coordination with client teams and legal entities
  • Dispatch & Logistics Coordination – Invoice Dispatch, Product Dispatch & Replacement, Offer Service Fulfillment
  • Partner & Vendor Coordination – TAT tracking and ensuring appropriate action

Customer Retention & Win Back

Customer Retention

KServe helps its client build customer loyalty and to increase their share of wallet. For this, KServe offers various levels of customization in its services such as:

  • Research and Analysis for identifying Concern Areas, Category, Product & Service movement analysis, Customer segmentation, Market segmentation
  • Offer and Promotion Management with research-based creation of offers, promotions and programs, ongoing management and gratification
  • Partner and Vendor coordination that includes identification & sourcing of rewards/offers, and dispatch/logistics coordination

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