What is your biggest challenge?
Monitor/Improve service quality
QUALITY
Quality monitoring of processes and sales, billing, technical support, loyalty, and retention teams, encompassing all touchpoints and channels of customer contact.
Through the use of our exclusive methodologies CODEX and RADAR Q, we generate reliable results for tracking and continuous improvement of indicators related to:
Compliance; FCR – First Call Resolution; Conversion/Success; Operational efficiency; Satisfaction; Critical channels; Competition.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, as well as software for human monitoring (StarkSwot) and automated monitoring with Artificial Intelligence (Voice & Data Analytics).
Monitor/Improve internal environment and collaboration
COLLABORATION
This service consists of 2 modules:
Monitoring the employee journey to identify points of satisfaction and dissatisfaction that may enhance or limit individual and team performance and their level of contribution to the business; Creating a process to capture insights from the workforce for project development, problem-solving, and other business-related topics.
Our employee journey monitoring process includes the following activities:
Understanding the organizational structure, vision, mission, and values of the company; Mapping the processes that support the employee journey; Assessment/Definition of employee requirements and breakdown into attributes to be monitored in the employee journey; Development/revision of survey questionnaire(s) for the intended purposes; Customization of the process and agenda to encourage workforce insights generation; Preparation of the QuestionPro platform for conducting surveys and managing insights; Definition of the monitoring, reporting, and improvement process for employee experience and participation in organizational agendas.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, in addition to utilizing the QuestionPro platform for employee experience monitoring.
Humanizing customer service
HUMANIZATION
Diagnosis and planning of a customer service humanization strategy, considering the reasons for contact where a humanized approach becomes necessary or a differential to improve the customer’s perception of the service received.
In this service, we use our E4C methodology – EXCELLENCE IN CUSTOMER MANAGEMENT to develop the following activities:
Understanding the company’s strategic positioning in customer management;
Surveying customer requirements and monitored attributes in service;
Identification of the most relevant/representative reasons for contact;
Identification of priority reasons/subjects for humanizing service;
Sample monitoring of contacts for priority reasons/subjects;
Development of a script/humanized service approach;
Evaluation of the feasibility of creating an Online Community with customers for communication and gathering insights for service improvement;
Employee training and conducting a pilot service with a new approach;
Analysis of results obtained by comparing approaches (current vs. proposed);
Making adjustments and implementing the script/approach for humanized service.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, in addition to utilizing monitoring and research software that will enrich the managerial information of your business.
Maximizing the use of installed technologies
TECHNOLOGY
Evaluation of the level of utilization of technologies acquired by your company to achieve a better return on investment.
Many companies have made substantial investments in CRM solutions, IVR, Chatbots, Surveys, Knowledge Bases, and Quality Monitoring, but they do not fully utilize these technologies, resulting in the need for new investments or the search for new technologies or other suppliers to enhance their results.
In this service, we fundamentally assess the available functionalities and the extent of data and information usage in business processes, without addressing issues related to hardware characteristics, performance, or availability.
The planned activities include:
Mapping of technologies employed in contact points/channels;
Survey and analysis of available functionalities;
Survey of utilized functionalities;
Mapping the contribution level of technologies to the fluency/efficiency of operational and managerial processes;
Preparation and presentation of an advisory report to maximize the use of technologies.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations.
Monitoring/Improving customer satisfaction
SATISFACTION
Structuring of processes and methods for customer research and complaint management, aiming to measure and monitor: satisfaction/dissatisfaction, promoter customers, neutral customers, detractor customers, and effort level required for solution attainment.
For structuring/restructuring processes and research methods, we use the E4C methodology – EXCELLENCE IN CUSTOMER MANAGEMENT, which includes the following activities:
Understanding the company’s objectives related to customer management;
Evaluation of the current research process (research points/channels, survey questionnaires, frequency, sampling, effectiveness/return rate, and monitoring reports);
Macro mapping of the customer journey and identification of research points and contact channels involved;
Calculation of sample sizes for confidence in the results;
Development/revision of customer survey questionnaires (relational and transactional): NPS – Net Promoter Score, CSAT – Customer Satisfaction Score, and CES – Customer Effort Score, among others;
Feasibility analysis for the implementation of a communication/interaction channel with customers/interested public for feedback and insights gathering (Online Community);
Definition of the complaint management process (Closed Loop);
Preparation of the QuestionPro platform for conducting surveys, managing the Online Community, and Closed Loop management;
Definition of the monitoring and reporting process;
Management of actions for process and service improvement.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, in addition to utilizing the QuestionPro platform for survey structuring, survey process monitoring, and analysis of survey results.
Managing the customer journey and experience
EXPERIENCE
Mapping and modeling of the customer journey, from pre-sales to post-sales, encompassing all touchpoints and channels provided by your company.
The customer experience is a direct result of process configuration, people’s skills, the best possible use of available technologies, and the existence of a system of indicators that guide decision-making and make improvement actions assertive.
Based on our E4C – EXCELLENCE IN CUSTOMER MANAGEMENT methodology, we address:
Definition of the company’s strategic positioning in customer management;
Mapping of stages, touchpoints, and channels of the customer journey;
Definition/revision of customer requirements and process/service attributes;
Identification of processes supporting the customer journey and performance measurement and monitoring practices;
Definition of a plan with actions and necessary deadlines to develop/adjust:
Customer journey, internal processes, customer requirements, and process/service attributes;
Customer surveys (relational and transactional): NPS – Net Promoter Score, CSAT – Customer Satisfaction Score, and CES – Customer Effort Score, among others;
Complaint management process (Closed Loop);
Communication/interaction channel with customers/interested public for feedback and insights gathering (Online Community);
Performance indicators structure, parameters/goals, and follow-up meeting schedule;
Training programs and internal communication.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, in addition to utilizing the QuestionPro platform for conducting surveys and monitoring customer satisfaction and experience, with the option of monitoring the company/brand reputation in public posts.
Improving KPI performance
PERFORMANCE
Analysis and resolution of problems impacting the performance of operations, channels, processes, and customer service, sales, billing, technical support/assistance, or retention teams.
For a systemic approach, we use our E4C – EXCELLENCE IN CUSTOMER MANAGEMENT, D3E – OPERATIONAL EFFICIENCY DEVELOPMENT, and S6 – RESULTS IMPROVEMENT methodologies, including the following activities:
Definition of the intended objective;
Mapping and analysis of the involved processes;
Analysis of historical data;
Analysis of historical actions/projects related to the objective;
Root cause investigation;
Development of action plan with the responsible areas;
Monitoring of implementation deadlines;
Evaluation of plan effectiveness.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations.
Conducting market research
MARKET
Structuring processes and methods for market research, including the following activities:
Understanding the company’s objectives and strategies;
Review/Validation of the current market research process (scope, target audience, questionnaires, sampling, frequency, and monitoring reports);
Preparation of the QuestionPro platform based on client needs, which may include:
Definition, location, and hiring of respondents from any location in Brazil to ensure the collection of the established sample (Online Panel);
Creation and administration/moderation of a virtual community to interact directly with part of the target audience and gather perceptions/insights about brands, products, and/or topics of interest;
Definition of the monitoring and reporting process of results;
Management of actions for product, process, and service improvement.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, in addition to utilizing the QuestionPro platform for market research and virtual community administration.
Improving efficiency/Reducing costs
EFFICIENCY
The structuring, implementation, and monitoring of processes determine the level of efficiency in the sales, billing, technical support, loyalty, and retention operations of your company.
Our exclusive methodology D3E – OPERATIONAL EFFICIENCY DEVELOPMENT ensures the best cost-benefit ratio in managing operations through the following processes:
- Volume forecasting (forecast);
- Staff sizing;
- Staff scheduling;
- Control desk;
- Issuance of management reports;
- Data audit (calculation integrity);
- Critical analysis of processes;
- Management of actions for results improvement.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with vast experience in customer relationship processes and operations.
Customer Success Management
SUCCESS
Mapping and redesigning CS – Customer Success-oriented processes so that your company:
- Increases the percentage of promoter customers and reduces the percentage of detractor customers (NPS – Net Promoter Score), strengthening the brand to attract new customers;
- Increases the value that each customer invests in the company’s products and services during the relationship with the brand (LTV – Lifetime Value);
- Reduces the time for the customer to perceive the value of the product/service acquired (TTFV – Time to First Value);
- Reduces the volume of contacts customers make with the company to address undesirable situations (Contact Rate);
- Improves the percentage of prompt resolution of customer demands (FCR – First Call Resolution) and achieves a high percentage of compliance with promised deadlines (Resolution Punctuality);
- Reduces the percentage of customers who churn.
Customer success is a direct result of the development of organizational culture (Customer Centric) and efficient and effective management of process and people performance. Therefore, we use our E4C – CUSTOMER MANAGEMENT EXCELLENCE methodology, including the following activities:
- Mapping the customer success journey;
- Defining customer requirements and their ramifications into product, process, and service attributes;
- Modeling the management process and improvement of Customer Success indicators;
- Modeling the process of handling customer manifestations (complaints, suggestions, and compliments), with feasibility analysis for implementing a communication/interaction channel with customers/public of interest for capturing manifestations and insights (Online Community);
- Specification and implementation of structure and customer survey processes (NPS – Net Promoter Score, CSAT – Customer Satisfaction Score, and CES – Customer Effort Score);
- Identification, mapping, and modeling of internal processes that support the customer success journey;
- Structuring relationship actions to positively impact customer perception.
By hiring StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations, as well as access to the QuestionPro platform for survey structuring, monitoring of the survey process, and analysis of survey results.
Conducting a diagnosis and identifying opportunities.
OPPORTUNITIES
Structured diagnostics for identifying opportunities to improve your company’s customer relationship management processes, encompassing customer service, sales, billing, technical support/assistance, and retention operations.
In this service, your company will receive a report with a score indicating adherence to market best practices, specifying identified opportunity points and recommendations for their utilization, while respecting the business’s specificities and characteristics.
The diagnosis is modular and customized to each company’s needs, covering:
- Relationship strategies;
- Customer journey;
- Employee journey;
- Quality/Compliance;
- Applied technology;
- Operational efficiency;
- Systemic process management.
By contracting StarkSwot, your company will have access to a team of experts in quality management, process management, operational efficiency management, and BI – Business Intelligence, with extensive experience in customer relationship processes and operations.
Company
Address
39209 Harbour Vista Circle Saint Augustine FL – 32080