RediSolve brings together a unique combination of software development and IT with speciality business process solutions and management. The partnerships we develop with our customers for their top-line or bottom-line impacting services focus on driving long-term revenue growth, higher customer satisfaction (CSAT) scores, and ultimately a quantifiable impact.
To achieve these results consistently, the TQV FactorR—our proprietary customer facing internalisation matrix of people, processes, and implementation—is brought into play to ensure the delivery of projects on time, on quality, and within budget.
Customer satisfaction reimagined through Hybrid Multi-Channel Support (HyMS™)
Whether you are looking to drive customer support as an element of your service delivery or enrich the end customer’s experience, our HyMS™ (Hybrid Multi-Channel Support) system helps you transition from reactive cost centres to proactive, revenue impacting business units. As a highly proficient chat-based C.S. concierge, HyMS™ covers email, chats, and SMS with a substantial, time and stress tested, multi-tier quality control process. Proven to counteract negative CSAT scores, reduced first-contact resolution rates, long hold times and spiralling cost per contact, our HyMS™ model has consistently delivered results by combining an ‘extra-mile’ philosophy with a multi-channel approach to customer support.
With client outcomes measured against CSAT bellwethers like Neiman Marcus, Nordstroms and Zappo’s, our HyMS™ model delivers exceptional results which are entirely in line with the client’s strategic objectives with additional cost savings derived from more than just arbitrage and time-zone complementation.
Our revenue impacting value-added services include:
- Retention of customers
- Reducing shopping cart abandonment
- Managing negative customer references
- Non-intrusive upsell
- Targeted analytics and insights of customer pain areas
- Order status management and shipping upgrades
- Returns, product or service quality issues
- Promotions and discounts, missed promotions, and credits
- Billing issues and reconciliation support
- Account sign up and management
- E-business tech support and tech incident tracking
- Premium account handling and services for professional users
- Support for mobile solutions, events, and contest monitoring