Customer Service

Dialogs offers the outsourcing of customer service to businesses and organizations that want to serve their customers well. We offer a unique business model that is specifically designed to provide a human-scale approach. Our experts master the art of creating a climate of trust from which they identify new business opportunities and propose promising solutions aimed at increasing, retaining or winning over a clientele.

 

Casablanca, New Delhi or Sherbrooke // The outsourcing of customer service to a specialized business partner brings real advantages. At Dialogs, our cultural proximity, team stability and personalized service set us apart from “telephone factories”.

SUPPORT FOR A WIDE RANGE OF SERVICES TAILORED TO YOUR BUSINESS NEEDS

A CUSTOMER that contacts your customer service department expects to obtain, under one roof, all the products and services in your field of activity. Dialogs meets these expectations by offering a wide range of adapted services:

Detailed information on incoming contacts to current and potential customers

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Management of email and social media requests (including Facebook, Twitter and blogs)

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Internet sales

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Self-service system support

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Chat management

Updating of the customer file
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Promotion of complementary products and services (up-selling and cross-selling)

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Customer retention

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Basic collections

SUPPORT TO ALL MEANS OF COMMUNICATION

A CUSTOMER who contacts your customer service department doesn’t always want to do it by phone. While the phone continues to be a preferred means for contacting customer service, email, chat and social media are increasingly being used to interact. And this is an unavoidable trend.


These new communication channels require efficient technological support combined with the right skills to offer an outstanding service. Dialogs has the technology and the skills required to interact with your customers according to the communication means they prefer.

NON-INTRUSIVE CROSS-SELLING

A CUSTOMER who contacts your customer service department wants an answer to their immediate need – as opposed to being sold a product or service. To reconcile this expectation with a company’s need to do business, we favor an advisory approach when dealing with the customers that we serve, as opposed to the intrusive approaches that plague the market.


Our staff is characterized by motivated, proactive specialists who are happy to deal with clients. Sensitive to their needs, they play a key role as privileged interlocutors with them.


Our experts master the art of creating a climate of trust conducive to identifying new business opportunities and proposing promising solutions aimed at increasing, retaining or winning over clients.


Our success is built on the commitment and knowledge of our customer service professionals. In short, at Dialogs, sales and customer loyalty are first and foremost a consulting approach and not a high-pressure sales approach.

A FEW FIGURES :

A very happy customer tells 3 people about it

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An unhappy customer tells 12 people

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A very unhappy customer tells 20 people

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98% of unhappy customers will never complain. They will simply change products or services

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65% of customers who abandon a product or service do so because of a bad experience

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75% of bad experiences are not related to product performance

The main reason customers abandon a product or service is because they don’t feel appreciated

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It costs 3 times more to acquire than to keep a customer

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It costs 12 times more to bring back a former customer

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Over a period of 5 years, a typical business retains 20% of its customers

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A 5% increase in retention generally yields a 25-55% increase in profits

DISPATCHING OF SERVICE CALLS

An iron fist in a velvet glove // A service technician who contacts his dispatcher expects to receive straightforward instructions on his schedule. At the same time, however, the person responsible for this task must take into account the needs of the customers, the company’s business processes and the mood of the technicians! Dialogs has a solid expertise in managing the dispatching of mobile interventions on the road.

WANT TO KNOW MORE ABOUT DIALOGS?

WANT TO KNOW MORE ABOUT DIALOGS? WE WOULD BE HAPPY TO DISCUSS WITH YOU HOW WE CAN MEET YOUR SPECIFIC NEEDS. CONTACT US.