Optimize customer experience

First, let's take a look at our own definition of customer experience:

Customer experience is the experience a (potential) customer has when purchasing or using an organization's products or services. Central to customer experience are the contact moments the customer has with the organization from which he purchases a product or service.

You can read a more comprehensive blog on what customer experience is here And why that starts with good customer contact read here.

Customer experience creates distinctiveness. Customer experience optimization results in higher customer satisfaction and, if done right, streamlined customer-focused business processes. SpangenbergGroup can help you!

Optimize customer experience?

How to optimize the customer experience?

Streamlined processes = better customer experience

The importance of a positive experience when purchasing products/services is evident. Optimizing the customer experience is still quite a job.

Optimizing customer experience starts with identifying how customers are currently experiencing "being a customer." We do that in various ways of research and analysis. We compare the results to what a 9+ customer experience would be. With that as a starting point, you can start optimizing business processes and aligning them more and more with customer needs.

Optimizing the customer experience becomes fun that way and you can get results quickly. At least we like it and we are pretty good at it.

We can help!

With over 25 years of experience optimizing customer service organizations, we can help with customer experience optimization. What are your customers struggling with and what bottlenecks can you address to improve the customer experience. We can not only map that out for you but we can also help you solve those bottlenecks.

Our business consultants assist in mapping business processes and solving bottlenecks. With a fresh perspective and a lot of experience, they often see things just a little differently. Combined with various forms of research (customer feedback, KTO etc) we can not only improve but also measure the results in terms of customer satisfaction. That's what makes us different.

Get in touch with us!

Do you have questions about customer experience? Want to optimize customer experience but don't know where to start? Get in touch and challenge us. We'd love to check it out with you. You can call us at 085-8884661 or you can use this form.

What our customers say about our services

 5/5

As a start-up, we were looking for a scalable solution for our international customer service. We then started a partnership with SpangenbergGroep. In the years that followed, we grew rapidly and SpangenbergGroep ensured that our customer service grew nicely along with us. From a few hundred interactions per month to a few hundred interactions per day across all possible channels. In particular, its flexibility and ability to completely unburden us have enabled us to grow from start-up to multinational.

"Our collaboration has now been running for almost 2 years and I must say it has exceeded my expectations. It is always difficult to convey product content knowledge remotely and this has also forced us to look at our own documentation and training courses. Working together has taught us, at least me, that it is unnecessary and actually undesirable to transfer all knowledge in this way. For instance, we now have comprehensive lists and work instructions, where before we built on the individual knowledge of our own team. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together."

In our peak season, we had to deal with a large increase in customer inquiries. Since we operate in almost all European countries, this was a challenge. We started looking for a partner who could support us in Dutch, Spanish, Italian, German, French and English. In addition, we wanted support on telephony, e-mail, chat and ticketing. In the end, we chose SpangenbergGroep. We have now been working with them for 5 years. In the high season we need a lot of staff and in the low season a lot less.

We have our own internal call center where we handle much of our customer service inquiries ourselves. SpangenbergGroup is a flexible shell for us. We have a permanent staff and SpangenbergGroup's team supports us when it's busy. In this way, we avoid a queue for our customers. The employees of SpangenbergGroep carry out almost all tasks, which means that they fully participate as the first line. This gives us the flexibility to be easily accessible even when we are busy.

With our webshop, we wanted to expand into Germany. We ourselves did not have any German-speaking employees who could answer customer service questions. SpangenbergGroup is now helping us with German customer service so that we can simply provide good accessibility for our German customers as well.

Optimize customer experience

Optimize customer experience?

How to optimize the customer experience?

We can help!

Get in touch with us!

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Multichannel

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Over 20 years of experience

Quality staff

Successful together

What our customers say about our services

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