Customer Experience & Service Operations
Building customer success capabilities
Customers don’t contact a company’s support group because they are happy. In most cases, they are spending their valuable time seeking help for a problem they did not cause. This is a time to wow them—to use this touchpoint to impress them with how quickly you can solve their issue. Building and developing a world-class Customer Experience support group with the right capabilities is critical to improving CSAT/MSAT and NPS scores through a combination of giving customers fewer reasons to need help and solving a customer’s issue the first time they initiate a contact. Determining when to outsource, when to bring in-house, and when to use a hybrid approach—all with the goals of reducing contact costs, increasing first-contact resolution, and building service capabilities that enhance rather than detract from unit economics—while enhancing the Customer Experience.
How can Mackenzie-Maxwell help?
Customer
Contacts
Every company has a list of why customers contact them and understands the issues that are driving these contacts, but the true costs associated with these issues in terms of CAC, LTV, and word of mouth are often not understood. Mackenzie-Maxwell can use its deep experience to develop a strategy and process for you. We use a tried-and-true process named Service Levels that quantifies the true impact and provides an objective analysis to weigh the investment costs versus the ROI. It is not just about comparing Customer Service costs to Engineering costs.
Organization
Design
Mackenzie-Maxwell truly understands the optimal structures for in-house, outsourced, or hybrid Customer Experience operations. With informed opinions on what functions should be owned and what functions should be outsourced. Most outsourcers are the wrong partner for your company. We have extensive experience in selecting large players to boutique partners, while balancing the leverage of in-country, near-shore or offshore. One size does not fit all. Mackenzie-Maxwell can develop the right strategy for your company and give you a clear road map for implementation.
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