Tag Archives: customer experience

Questions to define your Customer Experience Strategy

Silvia Planella/ January 30, 2018

If you are a first-time outsourcer or just reviewing your customer experience strategy, this blog will give you the answers to three key questions which in turn will help you define your requirements. Note: Defining a successful customer experience strategy should involve all departments of your company, as different stakeholders may answer the same questions with different approaches. Who are

Read More

Effective ways to build rapport with customers

Silvia Planella/ May 4, 2017

Building rapport over the phone with customers can be difficult. An experienced customer service agent knows it’s all about your tone of voice, having a genuine interest in a customer query and empathising with the customer. Here are some tips to increase customer satisfaction levels. Smile Research indicated that customers can differentiate between different vocal intonations. Smiling affects how you

Read More

Email Customer Service

James Purcell/ January 25, 2016

4 Tips for Delivering Top Class Email Customer Service in a Call Centre We at Arema Connect have experience in handling email customer support for a wide range of companies, some of which include IT support, product quality, retail and tourism. Our knowledge in this area of customer service has taught us that every email counts and they are becoming increasingly more popular. This is

Read More

Online e-commerce sites: the challenges of customer care

Silvia Planella/ March 5, 2014

What it an e-business/e-commerce site? Electronic business, or e-business/e-commerce sites, may be defined as the application of information and communication technologies (ICT) in support of all the activities of business. Why is it important to support customers online?

Customer journey mapping & it’s benefits

Silvia Planella/ July 1, 2013

What Is A Customer Journey Map?  Customer journey maps allow us to walk in our customer’s shoes by travelling with them as they interact with the company. They provide us with an accurate outside-in view, focusing on desired outcomes from the customer’s perspective. We can see what our customer’s needs are at each interaction, how well we meet them, and

Read More