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Customer Experience

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We see an evolution from traditional voice-based customer service, to more of digitally enabled customer experience that has a mix of channels beyond just voice. This omni channel experience helps enable a faster, better and cheaper way to deliver a super customer experience to modern customers.

By partnering with Shared, our clients have been able to deflect voice calls to different digital channels and reduce their cost to service, while still addressing customer support needs quickly.

Across various industries, we support the following digital customer experience channels for our customers:

  • • Live Chat

  • • Email Support

  • • Social Media Care

  • • Voice Services

FAQ

Once our team is onboarded, they can access your network id and systems, and would be available to support you as any other team member within your network. Alternately, every team member does get a shared email id with MS Teams access and can communicate with clients as preferred.
The cost of the resource varies based on the service requested and team size. Based on the size and service required, the cost varies from 3-4K per month.
Our team aligns with our clients’ hours of operations (HOOP) requirements. We work collaboratively with our clients, to make sure our team is addressing their needs promptly and are available to support the hours of services requested by our clients.
Once an agreement has been reached, we complete client onboarding requirements such as additional background check etc as needed. We also request credentials for our team members, so that our team can access your network and internal sites. We typically use VPN or VDI technology to login to our clients environment and get system access. We follow the required security protocols set by our client’s security teams and make sure we use a secure way to access our client network and systems.
Shared offers a flexible engagement model and provides services spanning staff augmentation to managed services, based on our clients’ requirements. As of today, we primarily follow an offshore centric delivery model with possible future additional delivery centers including onshore.