Customer Service Strategy Design
For Business, Operations & Technology
Every successful Customer Service Organization has a specifically developed and clearly communicated Service Strategy. Whether you refer to these organizations as Contact Centers, Service Centers, Call Centers, Help Desks, Service Desks, Customer Service Strategy focused on business, operations and technology that drives a consistent, excellent customer experience.
Customer Service is the vital link to one of your most important strategic assets — your customers. Customers expect anytime, anywhere access to your organization using the communications channel of their choice. Customer Service has a direct influence on customer acquisition, retention, satisfaction, and growth, all of which affect your bottom line.
We utilize our industry experience and knowledge of best practices to assist you in shaping or updating every facet of your Customer Service Strategy — customer needs, contact channels, business processes, technology infrastructure, operational alignment, service goals, performance metrics, and cost impacts.
The process starts with an understanding your company's business strategy, then analysis of your customer’s needs, customer segments, current state and future direction. We use a collaborative process that includes input from organization leaders within Customer Service and other cross functional to help clarify the Customer Service organization’s role and identify key factors that drive success.
Select this link to read more about LCI's Customer Service Strategy Design.