Channels of choice

We believe that it is vitally important that we deliver an exceptional customer experience across all channels of communication.

There is a growing demographic of consumers that prefer to use online and mobile customer service. RESPONSE already successfully delivers customer service through these channels for a number of our clients.

Multi-channel strategy

Our new media expertise extends to:

• web based transactions
• web chat
• email
• SMS

We've adopted, for example, web help sections to provide online answers to customer questions, thereby reducing the need for direct contact – what better way to ensure customer satisfaction? This sentiment has been echoed by leading industry experts.

To supplement this, we've also introduced web chat and email and believe that this has the ability to significantly increase operational efficiency.

Self service

A number of the new communications technologies provide scope for self service rather than assisted service delivery. We embrace these technologies in our solution development in a way that may appear unusual to a traditional outsource service provider. This is because our role is as a partner rather than simply a service provider. The customer experience is our focus and providing customers with channel choice, including self service options, is a clear route to reduced customer effort and increased customer satisfaction and loyalty. RESPONSE solutions may lead to lower assisted contacts but our long-term trusted partnerships are evidenced by the tenure of our clients.

Happy customers, happy brands

A welcome by-product of using these communication channels is a considerable reduction in cost to serve. This in turn leads to increased customer satisfaction as customers can utilise the channel of their choice. In addition, this leads to increased operational efficiency with uplift in competitiveness and profitability.