Customer Experience

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Your customers have changed: they are more demanding, more aware and more digitally oriented. These days, your company has to be competitive not only in terms of its products or services, but, most importantly, in terms of Customer Experience. Brands that manage to place their customers at the heart of their business strategies, anticipating their needs and expectations, win their loyalty.

Your company is “customer centric” if it implements commercial and marketing strategies that are effective in terms of problem resolution time, customer service quality, response times, delivery times, etc., but, above all else, emotional impact. How do your customers “feel” after interacting with your company? How do they rate their overall experience?

It is not simply a question of “what”, but rather “how”. People today want to be independent and autonomous, particularly when seeking information and solving problems. They want politeness, respect, patience and attention. They want to interact with the Brand through their preferred channel of communication (social media, telephone, website) and to receive a direct and personalised service.

Discover our products for enhancing your Customer Experience

  • pat-soluzioni-marketing-e-comunicazione-customer-experience-engagent

    Engagent

    Use Engagent to proactively engage customers and visitors on your website, helping them find the information they seek immediately, putting them straight in the centre of things.

    DISCOVER ENGAGENT
  • pat-soluzioni-marketing-e-comunicazione-customer-experience-hda

    HelpdeskAdvanced

    With HelpdeskAdvanced, you can optimise your Customer Service, delivering services to your customers in the fastest, most efficient way for them, and particularly in their favourite self-service mode.

    DISCOVER HELPDESKADVANCED
  • pat-soluzioni-marketing-e-comunicazione-customer-experience-teammee

    Teammee

    With Teammee, you can improve the training and coaching of Customer Care staff, improving your customers’ experience and generating positive word of mouth as a result.

    DISCOVER TEAMMEE
  • pat-soluzioni-marketing-e-comunicazione-customer-experience-infinitecrm

    InfiniteCrm

    InfiniteCRM enables your sales network to adapt its offering to the personal requirements of each customer, satisfying their desire for attention and personalised service.

    DISCOVER INFINITECRM

If you use Engagent, Teammee, HelpdeskAdvanced and InfiniteCrm for your Customer Experience:

YOU RAISE QUALITY LEVELS

Improve the quality of your Customer Service and, in so doing, enhance your customers’ experience.

YOU BOOST BRAND AWARENESS

Increase positive word of mouth and build Brand trust.

YOU BUILD LOYALTY

Enhance and engage your customers by making them feel important, delivering emotional impact and winning loyalty.

YOU IMPROVE PERFORMANCE

Improve the efficiency of your commercial activities and service provision, contributing to the wellbeing and happiness of your customers.

What do you need for your Customer Experience?

Choose the functionality you would like to explore further

  • ACCOUNT MANAGEMENT

    Manage information on customers and prospects, the assets to be developed for creating new business opportunities.

  • ASSET AND CONTRACT MANAGEMENT

    Correct management of contracts agreed with customers, for the purpose of managing projects effectively and professionally.

  • CAMPAIGN MANAGEMENT

    Planning and implementation of focused and targeted campaigns for the purpose of creating strategic business opportunities and new sales.

  • CUSTOMER PORTAL

    Simple and user-friendly, users can benefit from this intuitive portal to request services, consult FAQs, news and the Knowledge Base, and interact in real time.

  • INCIDENT MANAGEMENT

    Resolution of all malfunctions in the shortest time possible, thanks to process automation, service levels and centralisation of communication within a single system.

  • KNOWLEDGE BASE

    Organisation of a database that enables immediate access to information for the resolution of problems.

  • KNOWLEDGE MANAGEMENT

    Better service quality and user satisfaction, and reduced management costs made possible through access to reliable and up-to-date information on service management.

  • LIVE CHAT SUPPORT

    Dialogue and instant help for online users, for the purpose of faster information collection and the resolving requests.

  • MARKETING PERFORMANCE

    Optimisation of marketing strategies and activities through the visualisation and analysis of results, obtained in order to improve their performance.

  • PROBLEM MANAGEMENT

    Prevention of recurring Incidents and malfunctions, for the purpose of reducing the negative impacts of infrastructural service interruption on business.

  • SERVICE CATALOG

    Intuitive mapping of the available Services. Respond to users’ demands in terms of speed, availability and immediacy, and to the necessity for IT to optimise and streamline service provision.

  • SERVICE LEVEL MANAGEMENT

    Guaranteed achievement of measurable, agreed objectives in service provision. Maintenance of pre-established levels improves relationships and communication with users.

  • SUPPORT ANALYSIS

    Monitoring and control of performance in customer service provision, for the purpose of improving quality.

  • TICKETING MANAGEMENT

    Management of customer assistance and support activities designed to respond to customers’ requests and problems.

  • USER EXPERIENCE

    Enriched User Experience, based on customer-oriented Service Management and new collaborative, social and cross-channel dynamics.