Customer Experience Team
- Continuously improve the customer journey and measure satisfaction
- Oversee design and operations team to ensure cohesion
- Uphold the adherence to company and brand guidelines
- Collaborate with various teams to promote successful customer operations
Customer Care Team
- Enables agents to focus on ensuring smooth communications with customers
- Handle day-to-day customer complaints in a centralized platform
- Escalate customer issues to the appropriate senior professionals
- Access specific communications with customers to ensure accurate troubleshooting
Marketing Team
- Measure the performance of campaigns and effectiveness of outreach
- Ensure consistency and accuracy of all outbound communications
- Approve design and copy style to maintain company standards across different communications channels
- Create UI guidelines and templates to control company uniformity
Operations Team
- Create distinct customer campaigns and manage their delivery
- Supervise all inbound and outbound communications with customers
- Monitor campaign execution and access various operational metrics
- Escalate customer issues to the appropriate parties
Campaign and Content Design Team
- Design attractive campaigns that meet aesthetic standards while supporting the operations team
- Ensure consistency of customer information and adherence to company guidelines
- Manage templates and call flows for customer communications
- Integrate content from various departments into custom templates
C-Suite and Managerial Teams
- Oversee and understand key operational results, including campaign performance and trend analysis
- Access key channel and campaign insights to drive annual planning, budgeting, and allocation of resources
- Isolate customer escalation experiences to adjust response and resolve practices
- Track all company-wide service in an all-in-one platform
