At Customer Care, we nurture your best ambassadors. Our employees maintain good, appropriate contact via e-mail, phone, live chat and social media. Questions or complaints submitted via phone, e-mail, live chat, mail or social media are immediately and correctly answered. Preferably with a first-time fix, but sometimes after we consulted you. This depends on the agreements we make, and the nature of the question.
Better results thanks to better facilities
The quality of customer contact is based on three pillars:
- The education level of employees: at HMS, all employees have completed college or higher education. Our people understand the question behind the question (or complaint) of your customer, and are able to respond immediately.
- The level of automation: HMS utilises the very best software, to ensure integrated analyses can be made of data acquired from customer contacts across all channels. At customer, product and country/site level.
- The standard of the workplace: all HMS employees have spacious, functional workstations with dual monitors, so they can work on multiple levels.
Better thanks to continuous monitoring
By properly monitoring all customer contacts via all communication channels, we can get an immediate overview of customer satisfaction. We can provide you a targeted advice concerning any adjustments to your services, in order to further improve customer satisfaction. Additionally, frequently-asked questions can be used to improve the information displayed on your website and help processes run more efficiently. The result: improved customer satisfaction and lower costs.
Better access for customers
The main advantage of partially or fully outsourcing your customer contact is that it is easier to reach your organisation: even outside office hours, and via multiple channels. HMS can organise customer contact in various languages for you, and exactly in line with the relevant time zone. Incidentally, for proper monitoring and ensuring uniformity, it is important that all inbound customer contacts are received, answered and recorded centrally. HMS can organise this for you like no other.
Total or partial outsourcing
Would you prefer to partially outsource customer contact? Only after office hours, for example? Or when extra capacity is required? Then HMS’s platform is an option for you. It offers you the benefits of perfect information exchange, and maximises the times you can be reached.
You can arrange all kinds of working relationships with us. With partial outsourcing, it is advisable to have us look after a fixed volume of customer contacts. In this way, we constantly keep in touch with your business and can, if necessary, quickly uprate the service. In any case, you have complete flexibility in scaling: this can vary from 5 to 1000 calls per day. Working with HMS is completely transparent too: you only pay for what you use, and know exactly where you stand.