The loss of even a single customer can be very costly. Sustaining and growing your current market share through positive experiences and efficient complaint resolutions, will help future-proof your business.
What would happen if you could transform every customer negative into a business positive?
There’s a real opportunity to transform experience and reimagine the future of the complaints function, moving from traditional manual ways of working to a more automated approach. Our solution enables you to respond instantly, engage seamlessly, and resolve intelligently.
Issues you may be facing
- Poor first time call resolution.
- Lack of or limited self service capabilities.
- Manual reporting with no holistic of view of complaints.
- Siloed systems and data.
- Lack of automation and actionable insight.
- Low customer and employee satisfaction.
- Limited omni-channel capabilities, specifically social media.
- Struggling to cope with regulatory compliance burden.
How we can help you
We believe that customers generate revenue, but employees drive experience. Both are considered in our approach and implementation.
PwC will help enable you to transform complaints into business positives, capitalizing on each opportunity and driving your business forward.
- Human centred
- Regulatory approach
- Technology-enabled
- Real-time
- Insights-driven
Human centred
A human-centered solution that provides a single view of the customer, and 3rd parties for a quality and consistent experience across multiple channels. Our multidisciplinary team of experts across customer experience, regulatory compliance and technology provides our clients with a seamless, integrated service.
Regulatory approach
Prompted and intuitive capturing reduces inconsistency, friction or loss of information, for accurate and timely reporting.
Technology-enabled
Our technology-enabled approach reduces manual processes and handovers, and enables increased automation to improve employee and customer experience.
Real-time
Our connected technology allows a real-time, seamless complaints management process on multiple devices.
Insights-driven
We harness data and analytics to generate actionable insights, while driving continuous improvement.
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