HANSA DIRECT - CUSTOMER EXPERIENCE CENTRE
Hansa Direct – a part of Hansa Customer Equity , is a one-of-a-kind Customer Relationship Centre (CRC) backed by specialists across data, analytics, martech and digital. The core focus of services here is helping a customer build a lifelong relationship with a brand and not just for addressing one-off issues or complaints.
At Hansa Direct, a customer interaction does not end with the completion of a call or closing of a chat. This is, instead, the start of a personalised omni-channel engagement journey that ensures a seamless customer experience. Highly trained ‘Customer Experience Agents’ at Hansa Direct covers a majority of customer touchpoints to promise superior CX thereby assuring a better ROI and analysis of effectiveness related to customer-centricity initiatives. Hansa Direct’s endeavour is to build a long-lasting connect between a brand and it’s customers at every touch point and with every interaction, create an experience for them.
Customer Engagement Services at Hansa Direct are supported by data & analytics derived from the customer’s behaviour while interacting with any given brand – Right from inquiry, purchase, and digital conversations to delivering customer service post-sales. Unlike traditional contact centres, Hansa Direct is also outfitted to deliver 24×7, multi-lingual support, and end-to-end customer experience management.
We are constantly evolving with the needs, and the expectations of the customer by providing resolutions within the defined TAT. Further, through our Interaction Analytics or Call Centre Analytics, we help identify best practices, measure performances, identify existing gaps in coaching, and guide agents in near real-time to provide the best possible customer experience. By applying analytics to the rich resource of structured and unstructured data, we create processes that help agents to be more effective, efficient and engaging.
KEY OFFERINGS
Inbound Management
Outbound Management
Interactive Voice Response
SMS Campaign Management
Email Management
On-Site Service Management
Customer Acquisition & Lead Management
Brand reputation management
Revenue Generation
Win Back Lapsed Customers
Turning customer scores into powerful insights
OUR cUSTOMER rELATIONSHIP CENTRE HIGHLIGHTS
Languages
Locations
Employees
HANSA DIRECT CUSTOMER ENGAGEMENT CAPABILITIES
What distinguishes Hansa Direct from traditional call centres is our approach which is comprehensive, scalable and intelligence-driven. We conduct an in-depth analysis of past interactions and ensure future interactions are well-mapped to results. This allows us to support any customers better and satisfy their complaints and grievances thereby optimising customer service costs and increasing returns on your post-sales investment.
FROM TRANSACTIONAL MARKETING TO RELATIONSHIP MARKETING
WHY HANSA DIRECT
FOR CUSTOMER ENGAGEMENT?
- Reduced Customer Service Costs
- Enhanced Quality of Customer Interactions
- Improved Customer Service Quality
- Better Customer Experience
- Affordable and Definable 24/7/365 Support
- Increase Customer Satisfaction
- Improved Inter-departmental Collaboration
- Increased Professionalism and Accountability
- Reduced TAT for Customer Service
- Reduce Customer Churn
USE CASES- DELIVERING VALUE ACROSS BUSINESSES
Large Automotive
Conceptualizing, implementing and operationalizing CRM program across all dealership and customer network
Large Retailer
Managing one of the most successful loyalty programs across 1200+ stores across retailer and franchisee networks
Leading Bank
Managing omnichannel customer engagement program for a leading private sector bank
Leading Two - Wheeler
CRM for a two wheeler client from acquisition to after-service
Large OTA
Campaign management for leading OTA across flights, hotels and bookings
Financial Service Group
Analytics CoE for a leading financial services organization across - insurance, mutual fund, wealth management
Leading DTH Provider
Customer value management for the largest DTH provider in India