Consumer Engagement
Achieve superior CX outcomes
Customer care • Back office management • CX optimization
Higher quality
Increase your NPS® and CSAT
Lower costs
Reduce your average handle time and cost per contact
Increase revenue
Improve your conversion rate per contact
Increase the lifetime value of your customers. HGS enhances every stage of the consumer journey lifecycle.
The adage “It’s cheaper to keep an existing customer than acquire a new one” generally still rings true. But not all existing customers are created equal.
Calculating customer lifetime value (CLV) can reveal how much different customer segments are likely to spend over the course of their relationship with your brand. Investing in customers at “moments of truth” during the customer lifecycle and knowing precisely when they are deciding to buy from you again or go elsewhere are key for maximizing CLV.
With solid analytics, HGS can help you identify and prioritize customer segments, phases of the customer lifecycle, and moments of truth to deliver targeted customer engagement services that encourage additional purchases among your existing customers for maximum profit.
Engage
In today’s smart shopper marketplace, it’s critical to create brand awareness and educate consumers during the research phase of the journey. At HGS, we have an in-house digital agency equipped with robust solutions designed to attract new buyers into the lead generation pipeline.
Services
- Web, mobile, and UI design
- Lead generation
- Campaign management
Digital Innovation
- HGS EPIC™ social media marketing
- Search engine optimization (SEO) and search engine marketing (SEM)
- Data-driven digital marketing
- Ad segmentation and targeting
Strategy & Consulting
- Customer journey mapping
- Messaging strategy
- Personalization strategy
Buy
No matter what product or service you’re selling, we have expert sales professionals and licensed agents who are well trained at acquisition as well as cross-selling/up-selling strategies. Our sales professionals, combined with the right mix of technology, create solutions that are designed to convert interested buyers into first-time or repeat customers.
Services
- Sales and licensed professionals
- Conversions
- Up-selling/cross-selling
Digital Innovation
- Chat and co-browsing
- Virtual assistants
- Marketing automation
Strategy & Consulting
- Cart abandonment strategies
- Up-selling/cross-selling approach
- Segmentation and churn analytics
Bill
Once a purchase has been made, the CX journey continues on with ensuring correct orders, bills, and invoices are available at the consumer’s fingertips. Our bill solutions are designed to help make the billing, invoicing, or claims process effortless for both consumers and brands.
Services
- Bill payment/reimbursements
- Disputes and claims management
- Collections
Digital Innovation
- SMS bill payment reminders
- Back-office automation
- Virtual assistants for easy payment
Strategy & Consulting
- Fraud, waste, and abuse strategies
- Payment integrity strategies
- Predictive analytics for defaults
Care
Customer care is one of the most important consumer journey stages. It can often make or break a relationship between a consumer and the brand. Our solutions are designed to be personalized, anticipatory, empathic, and effortless when it comes to customer service or technical support inquiries.
Services
- Customer care
- Product support
- Concierge desk
Digital Innovation
- HGS EPIC™ social care for ORM
- Self-service portals
- In-app mobile messaging
Strategy & Consulting
- VOC insights and analytics
- Volume-deflection strategies
- Omnichannel consulting
Repair
All brands strive to ensure their products and service meet the needs of their consumers; however, many times they will fall short. It’s in these moments, brands have one last chance to save a relationship. Our solutions are designed to assist consumers with product defects, reduce cancellations or returns, and maintain warranty or repair costs for our clients.
Services
- Warranty claims management
- Save the sale
- Product defect troubleshooting
Digital Innovation
- Self-service portals
- Mobile cam for troubleshooting
- Back office automation for claims
Strategy & Consulting
- Predictive analytics for churn
- Warranty analytics
- Cancelled order analytics
Retain
Customer loyalty and trust is built over time throughout the journey. Being brilliant at the basics, creating moments of surprise by being proactive, and leveraging VOC insights to better the experience are critical. We’ve designed solutions to retain existing customers, deepen loyalty and expand share of wallet.
Services
- Retention concierge desk
- Renewals and cancellations
- Loyalty program management
Digital Innovation
- Social reviews and moderation
- Auto re-order alerts
- Self-service for feedback submission
Strategy & Consulting
- VOC analytics and insights
- CSAT/NPS survey consulting
- Online reputation management
Link to: Connect with our Experts
Request a free CX consultation
Talk to an expert to learn how we can help you optimize any part of the customer lifecycle.
