Our global customer care solution improves the customer brand experience by increasing the quality of every customer interaction across multiple channels. These higher-quality contacts result in greater sales conversion, improved customer satisfaction and brand perception. We match our contact center agent profiles with clients’ core brand attributes, target customer profiles, and the type of customer interaction, including sales, support and partner programs. We make understanding the reason a customer is engaging with the manufacturer or retailer a priority over the volume-based metrics used in many call centers. Highly trained agents have in-depth knowledge of the client, brand and products, eliminating most call scripting and increasing first-call resolution for lower total cost.
We work with clients to understand their customer loyalty objectives and design solutions that deliver on the rebate promise, creating a premium experience for customers. We execute a simple, reliable process for customers to obtain the promised benefits and offer multiple payment delivery options. The end-to-end rebate program is supported by automated reporting tools and self-service rebate submission and tracking tools to empower customers and reduce administration costs. We can also help clients prevent rebate fraud by increasing the speed and reliability of the rebate process to more precisely time payments and prevent fraudulent claims on returned products.
Our Web-based high-value promotional programs are built with a complete range of customer support, financial and account management services. By partnering with the most popular payment service providers in all major markets, we deliver an unmatched global payment solution that offers multiple reward types, from monetary rewards to merchandise and branded loyalty cards to drive repeat sales. For retail clients, the rebate portal can be integrated with point of sale systems for increased process automation and a seamless customer experience.
The ModusLink Advantage: