CUSTOMER SERVICE & CARE
We train our communication specialists to handle your customer’s inquiries just as you would! They become a full-service extension of your business, and have conversations across telephony, email, web tickets, chat, SMS, and social media. All calls are recorded and monitored by ICON’s own Quality Assurance team so you can be sure that your brand’s voice is maintained to the highest standard.
Outsourcing customer service is less expensive and resource intensive as opposed to hiring full-time customer service staff and paying them overtime during busy periods.
Your customer’s schedules aren’t the same as yours, so it’s vital that they have access to services on demand to maintain satisfaction rates.
Improved Language Delivery
ICON’s geographical location and multilingual workforce allow brands to centralise their customer service while supporting global customer reach.
Shorter Response Times
Dedicated resources and agreed upon SLAs and KPIs result in a significant reduction in response times, the primary driver of customer satisfaction.