What evidence can you share that demonstrates the impact of the engagement?
Our customer service satisfaction has increased to more than 80%, which was nearly impossible to accomplish with our previous team and workflow. Whereas our former representatives simply provided human interaction with our customers, Xact is attentive to our customers’ needs finds resolutions fast. They provide consistently great services, whether our business is slow or thriving. Whether we’re in a slow
How did Xact Telesolutions perform from a project management standpoint?
They understand that every business is unique, so they actively listen to our needs and work diligently to meet our expectations. The relationship runs itself at this point, but we still correspond via email regularly and hold weekly conference calls. Their representatives are great at escalating customer issues and never overstep their permissions.
What did you find most impressive about them?
We presented them with the difficult task of improving our CRM, but they were eager to come on board and build a staffing model that’s conducive to our business environment. Now, our patrons perceive our customer experience in a favorable light due to Xact’s customized approach.
Are there any areas they could improve?
We’re always working to improve our workflow and reduce call resolution time.
Do you have any advice for potential customers?
Openly express your needs and firmly set your expectations so they can provide a custom solution for your unique business goal.