Customer Experience

Customer Experience (CX)

Customer experience has become one of the most important agenda items of many corporations in recent years. Regardless of the industry, every company is striving to create and maintain a better customer experience. Naturally, success must be attained at every contact point with the customer.

With this point of view, we define the customer experience as the outputs of the interaction we create with our customers at all touchpoints.

Coherent, synchronized, and sustainable customer experience across every channel

When we look closer at customer service, we realize that it is an essential and significant part of the whole. Customer service stands out with the number of contacts established and its strong influence compared to other contact points. However, at this point, we shouldn't consider that customer service is limited to answering or calling customers. Still, we have to remind ourselves services provided through both written and digital channels (Ex-Chatbot, IVR… etc.) should be gathered under this title as well.

In the increasing competition in the industries where services and products are offered, the most crucial factor determining how long the relations established with the customers last is how efficient the customer experience is and how the customers experience this efficiency at all contact points. At this point, at UNIQ, we offer solutions that will move further your customer experience within the framework of structural improvement, development, and redesign:

Besides these structural improvements, we also provide more detailed solutions:

Preparation of the development plans that improve the employee experience & providing trainings
Ensuring continuity and synchronization between all channels of customer contact; freeing the customer journey from negative surprises
Designing personalized experiences to be offered to customers through CRM and profile studies
Consolidation of customer requests, complaints, and what they want to say with the speech analytics, and execution of the "Voice of Customer (VOC)" program, where these analytics are turned into action plans
End-to-end optimization and automation of processes from a customer experience perspective
Customer experience metrics