Webcare guarantees you that the customer experience is positive in every respect. Whether a customer asks a question or makes a comment via e-mail, phone or social media, HMS makes sure that your customer receives a solid and consistent response. In addition, we make certain that customer service communication matches the channel used, and reflects previous communication with the same customer.
HMS also monitors social media: we keep track of what is being said about your product, brand or company. What trends can be observed? What opportunities are available? Which areas should you actively exploit? Together we determine which strategy works best.
Better service through knowing your customer
We receive a lot of questions and reactions via webcare, but what does all this data say? The trick is to properly analyse a large quantity of data.
HMS employees are extremely skilled in extracting the most relevant tips from the information you receive. What does the customer really want? What are the promising target groups? What changes to your proposition might be successful? Not forgetting: which information on the website, such as FAQs, could clear up doubts in the minds of your customers? Our people help you to reduce the number of customer queries and reduce the load on your back office.
Better thanks to our employees’ level of education
All HMS webcare employees have at least college-level education. With the right knowledge, they can quickly get to grips with what you are trying to do: your product, your company and your market. This is important, because they have to process a lot of information.
We train all employees to continuously focus on the customer: How can the customer experience be improved even more? What does the customer really mean to say? We do everything to continuously optimise our focus on the customer. Therefore, you will be helped by a team of enthusiastic employees. With in-depth knowledge of the relevant aspects, they can raise customer satisfaction to the next level. In addition, they are quick in recognising sales opportunities.
Better across borders
The world is getting smaller and smaller, and many of our clients sell their products far beyond their country’s borders. Does your company need to communicate in other languages and in other time zones? HMS is completely prepared to meet such needs. Our employees have excellent verbal and written skills in the most common languages, and we have extended opening hours to suit different time zones. In addition, we also bear in mind that most online communications take place in the evenings.