Customer Direct - Our Services

There has been an explosion in the number of ways in which customers expect to interact with companies. And while telephone interactions are still very important, it is in some instances a secondary or tertiary method of communication for today’s customers. Increasingly, self-service options are becoming more prevalent and in some cases, a more preferred means of customer interaction. There are two drivers of these changes:

The advancements in consumer technologies and their widespread adoption.
The pressure from Global competition to reduce cost.

Understanding the variety of interaction methods that customers require, we have assembled an array of services that we tailor to each of our clients’ unique needs. Each of these methodologies is a tool that we use to build a results-driven, cost-effective solution. In addition to the interaction methods listed below, Customer Direct will utilize existing client systems, deploy a custom solution in our web-based interaction workflow system (CDOPS℠), or use a combination of systems to meet our clients' needs. Depending upon the system solution that is deployed, we offer an array of standard and customized reports that deliver real-time management information.

We analyze every reason that causes a customer to interact, and how they will most likely want to interact in each circumstance. For each of these reasons, we then apply the appropriate interaction tool or combination of tools to maximize our clients’ goals. These tools include:

Phone Interactions

Phone support from a Live Agent offers the greatest flexibility and positive “brand-building” experience. No other medium is as personal, immediate, and accommodating as a highly trained, customer service or technical support professional. All of our Agents are United States citizens who live in the greater metro-area of our contact center. And all of our phone calls are recorded and made available to our clients. This service is completely transparent and we use these recordings to work with our customers to continually improve the customer interaction experience and drive the results that our clients need. As with all of our service offerings, phone support is available 24/7/365 or on a set schedule. We offer these services in either English or Spanish.

Email Interactions

Email support has become increasingly popular as a means to provide customer service. It works best when the customer expectations regarding resolution do not carry a sense of urgency. Because of these service level expectations, Email Interactions can be a cost-effective method for a certain type of customer interaction or a certain type of customer.

Artificial Intelligence Interactions

Artificial Intelligence has now made its way into our lives through smart phones and television game shows. While still in its infancy, this technology has already demonstrated its suitability to a wide variety of self-service solutions for specific customer interactions. Along with the acceptance of Artificial Intelligence by the public, the advances that are to come with this technology in the next five to ten years will propel it into the mainstream of customer interaction service offerings. When combined with the flexibility and personal nature of Live Agents, Artificial Intelligence allows us to create an unbeatable solution for results-driven, cost-effective customer interactions. Listen for yourself by clicking on the links below:

Customer needs to make a reservation modification

Customer needs to book a reservation but no dates available

Customer books reservation using Artificial Intelligence and Live Agent

Hotel Guest needs help connecting to the Internet

Hotel Guest uses Artificial Intelligence and Live Agent to connect to the Internet

Customer sets appointment

Appointment confirmed with customer

Customer checks Order Status

Save the sale situation with customer

Retail Store needs customer support

Social Media Interactions

Our “Internet-Society” has spawned new methods and new opportunities for customer interaction. There are now over 940 million users of Social Media! From one perspective, we can now “listen in on” the conversations about our brands, our products, and our services. This unparalleled opportunity allows us to pro-actively intervene in these conversations. We no longer have to wait for the phone to ring. We can remediate an issue before it becomes one, and we can take advantage of positive reactions and leverage them into greater marketing opportunities. Our Social Media Interaction service monitors posts about your company, and issues pro-active responses to those posts based upon many of the same rules of customer interaction that we would use if the customer had called us on the phone.

Chat Interactions

Chat support has many of the qualities of Live Agent support, combined with some of the efficiencies of Email support. Chat carries a more immediate expectation than Email, but unlike a telephone number, can be “turned-off” temporarily when volume will not allow the service level expectations to be met. It is also possible for one Agent to conduct more than one simultaneous chat session. Depending upon customer interaction expectations, Chat support can play an important role as part of an overall customer support solution. A hybrid service of Chat, called “click to talk” is also available, and because it can also be “turned off” temporarily, is a volume-driven alternative for phone versus chat support.

Product Fulfillment

Product Fulfillment includes warehousing and “pick-pack-ship” services. We offer solutions whether you are managing a large quantity of SKUs (i.e., pallets and racks), or you have smaller quantities for items such as product samples, back issues, and brochures.

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO) includes an entire range of back office services, many of which combine the various types of customer interactions listed on this page. In addition to customer interaction management, our BPO services include data entry, banking of monies to client accounts, document scanning, and various other clerical duties as required.

Mail

Mail support services include P.O. Box rental, Business Reply Permit management, mail receipt, delivery, processing, and outbound correspondence.

Payment Processing

Our Payment Processing service consists of offering third-party merchant services for credit card processing. All of Customer Direct’s customer interaction services and systems are PCI Compliant.