Boffin & Fundi have developed a Customer Care module to deliver a customer- centric approach as an enabling mechanism for service delivery efficiency and revenue optimisation.

ARE YOU LISTENING TO WHAT YOUR CUSTOMERS ARE THINKING?

 


 

Customer insights and thoughts are at the heart of customer retention, their ongoing loyalty to you, and ultimately, your success. Getting to know them better is a key driver to this success. With the use of Boffin & Fundi’s revolutionary Real-Time Customer Insight Solutions software, you will better understand and improve the customer experience. We will guide you through the process of implementing best practice solutions, and in doing so, you will become a service provider your customers will love.

Our Services:

 

  • Customer Experience Management
  • Customer Journey Mapping
  • Enterprise Feedback
  • Closing the Gap
  • Process Optimisation
  • Quantitative Research

Our Products:

 

  • Call Centre
  • Kingpin™ Software
  • Multi-Channel Feedback
  • Real-Time Interface
  • Staff Engagement
  • BI Dashboards
  • Analytics

Our Aims:

 

  • Understand your customer needs to improve customer experience
  • Get to know what your customers think about your service
  • Improve your process and products
  • Encourage Customer Service to be rendered with excellence

HUMAN-FRIENDLY SMART TECH THAT RETAINS CUSTOMERS.

 


We all know how important customer satisfaction and retention are to every enterprise. Whether making a sale, booking a service or fielding a complaint – every touchpoint represents an extremely important part of building ongoing customer relationships.

 

These are key to continuing revenue growth. It follows that customer retention is an essential component to growth.

 

Research shows that entities that deliver excellence in their customer experience will succeed. Although many people may work behind the scenes, it is primarily the personnel that interact directly with customers that form customers’ perceptions as a whole.

The impact of poor service, or failure to solve problems leads customers to feel aggrieved and unless they are given opportunity to say so, or their problem is dealt with promptly, they will vote with their feet. The negative impact of this is significant.

 

Your customers won’t love you if you give bad service, and news of bad customer service reaches more than twice as many ears as praise for a good service experience does.

THE CALL CENTRE CONUNDRUM.

 


 

Many service providers have worked hard to increase their customer satisfaction levels without succeeding. In their endeavour to improve Customer Relationship Management (CRM), some have contracted with professional Call Centre businesses. These service providers with outsourced customer Care arrangements employ random telephonic surveys to gauge customer satisfaction.

 

Reacting after a few days to an unsatisfied customer makes many customers walk away, especially those who do not complain on the spot, or are not off ered a convenient platform on which to do so.

 

According to consumers, customer service agents failed to answer their questions 50% of the time.
Source: Harris Interactive.

THE CUSTOMER INSIGHT SOLUTIONS.

 


 

At Boffin & Fundi we enjoy an excellent track record in helping formulate and deliver solutions across the entire service delivery value chain in the public and private sector.

 

Our solutions – coupled with improved infrastructures and dashboard-driven information processes, have significantly enhanced the customer experience, whilst offering real-time response mechanisms that dramatically increase the chance to turn dissatisfaction to delight.

 

“Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time”.
Source: Lee Resources

THE SOLUTION: BOFFIN & FUNDI’S REAL-TIME FEEDBACK WITH ANALYTICS.

 


 

Boffin & Fundi worked with the banking sector in designing and piloting the revolutionary Real-Time Customer Insight Solutions, which elicits real-time feedback from customers, via quick (3-5 questions) digital feedback forms, sent to the customer on his/her cellular phone, immediately after his/her interaction at any touchpoint.

 

Rather than random ‘survey-style’ phones calls, these immediate opportunities to gauge customer satisfaction employ swift SMS surveys that are deliberate, proactive and highly valued by the customer.

ANALYTICS

 


 

Our bespoke technologies bring external and internal information together in real time on user-driven dashboards, which incorporate the Net Promoter Scoring approach, allowing Municipalities swift managerial decision-making and fast responses.

 

Clients enjoy opportunity to ask customers a few key questions, and to receive reports that show individual (event-driven) and overall (aggregate) customer satisfaction scores.

 

Ultimately, Boffin & Fundi’s Real-Time Customer Insight Solutions will enhance the customer’s overall experience, making the difference between losing or retaining customers.

 

“70% of buying experiences are based on how the customer feels they are being treated”.

Source: McKinsey

PROVEN RETURN ON INVESTMENT.

 


 

There is proven ROI in doing whatever you can to turn your customers into advocates for your services. The way to create advocates is to offer superior customer service.

 

Boffin & Fundi provides the means to accomplish human-centric customer service through great people and clever technology. With our services and smarter data, you’ll discover that superior service is an investment that can help drive success.

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THE CUSTOMER RETENTION PROBLEM IN TODAY’S WORLD.

 


 

Most successful businesses recognise the importance of providing outstanding customer service. Yet they continue to lose customers.

 

Why?

 

The two key reasons why this happens are simple:

 

1. Companies fail to solve problems in a timely manner

2. Customers feel poorly treated.  
Source: Customer Experience Impact Report by Harris Interactive   

 

These reasons often exist in a ‘cause and effect’ relationship. The impacts of poor service, or failure to solve problems lead customers to feel aggrieved and unless they are given opportunity to say so there and then, or their problem is dealt with promptly, they will vote with their feet. The negative impact of this is significant.

WHY 96% OF DISSATISFIED CUSTOMERS DON’T COMPLAIN.

 


 

The main reason why companies do not hear from dissatisfied customers is because there is no-one there to listen when the customer has a complaint to make. Dissatisfaction leads to failed trust. A lack of trust leads to a lower propensity to purchase, and reduced commitment to the brand.

 

A typical business hears from 4% of its dissatisfied customers.
Source: “Understanding Customers” by Ruby Newell-Legner

 

Although your customers won’t love you if you give bad service, your competitors certainly will. News of bad customer service reaches more than twice as many ears as praise for a good service experience does.

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For a demonstration of how our services will advance your business, call us. You’ll discover that there are no traffic jams on the extra mile.