Essentiel ConsultingCustomer Journey Analytics is an advanced analytical approach that tracks and analyzes the entire customer journey across various touchpoints and channels. This method provides businesses with a comprehensive view of the customer experience from initial awareness through to post-purchase behaviors and loyalty. By integrating data from multiple sources—such as websites, mobile apps, social media, customer […]
Sentiment Analysis is a branch of natural language processing (NLP) and data analytics that interprets and classifies emotions expressed in textual data. This technology helps businesses understand the sentiments, opinions, and intentions of their customers by analyzing words and phrases within communication channels such as social media posts, customer reviews, support tickets, and more. The […]
Customer Effort Score (CES) is a metric used to evaluate the ease with which customers can accomplish what they set out to do with a company’s service or product. This score is typically obtained by asking customers a specific question such as, “On a scale from ‘very easy’ to ‘very difficult,’ how easy was it […]
It’s not just about answering calls faster or meeting quotas; it’s about creating a memorable customer experience that promotes loyalty and drives business growth. Key Elements of an Exceptional Customer Service Strategy: 1. Proactive Communication: Stay ahead by anticipating customer needs and reaching out before they have to ask for help. This not only solves […]
Customer Satisfaction Score (CSAT) remains a valuable metric in many industries, especially in service-oriented sectors like retail, hospitality, and of course, contact centers. It measures how satisfied customers are with a service, product, or experience by asking them to rate their satisfaction on a scale, typically from very dissatisfied to very satisfied. Here’s why CSAT […]
Ready to transform your sales approach? Dive into our latest TikTok video where we break down ‘7 Proven Strategies for Sales Success’! https://www.tiktok.com/@essentieloutsourcing/video/7363205156181200160?is_from_webapp=1&sender_device=pc&web_id=7286829264526296608 From harnessing behavioral economics to gamifying your sales process, we’re exploring innovative ways to boost your sales game beyond the usual tactics. Don’t just sell—sell smarter and make a real impact! #SalesSuccess […]
With the implementation of Spain’s new customer service law on November 1, 2023, companies both within and outside the country face a new paradigm in consumer relations management. This legislation aims to set a high standard of customer care ensuring that consumers receive prompt, efficient, and free service. Below, we detail who is affected by […]
At Essentiel Outsourcing, we’re driven to fuel our clients’ triumphs. This has never been more evident than in our latest undertaking within the E-learning sector. Beginning in March 2024, we embarked on a strategic mission to elevate user experience and optimize the First Call Resolution (FCR) rate in a new project. The outcomes? Substantial improvements […]
Le marché mondial de l’externalisation du support technique, évalué à 44,36 milliards de dollars en 2021, devrait atteindre 80,33 milliards de dollars d’ici 2030, avec un taux de croissance annuel composé de 6,82% sur la période de prévision 2022-2030. Cette croissance robuste est principalement due à la nécessité impérative de solutions rentables améliorant l’efficacité opérationnelle […]
In the ever-expanding global market, never underestimate the impact of local phone numbers for customer service. Here’s why they are crucial: Incorporating local phone numbers into your customer service strategy is more than just a logistical decision. It’s about connecting with your customers in a meaningful and respectful way. #CustomerService #LocalNumbers #GlobalBusiness #BrandTrust