Small is big

The finer details of service

Consumer Society works at the intersection of design, digital, analytics and strategy to bring the modern service experience together. We pay attention to the small details of service and unify all aspects to deliver the journey. From the engineering of interactions, to the choreography of the human service experience enabled by digital technology, we integrate workflow and decisioning analytics to deliver the business strategy and desired outcomes. We uncover unmet consumer needs, their desire to get questions answered, help completing tasks (assisted and unassisted) with simplified, congenial and connected service.

We focus the organization to “fix it before it breaks” to deliver service proactively, not just waiting for a customer to initiate a call. Initially, we conduct a thorough data analysis of all call and digital data, operational data, customer VOC  and financial data. We then leverage the analytics to build and experience anticipating the customer's intent and providing a personalized experience through all channels.

By understanding historical call data, caller intent  and seasonal impacts to your business, companies can  begin to devise a service model to predictively plan and support service their delivery. We design the best service model with a mix of insource and outsourced resources, while not compromising the service experience. Whether individual, team based, local or assigned to customer accounts we can help organizations plan the most efficient and cost effective staffing model.

Cross-channel interactions are the norm, and consumers expect simple, personalized and connected experience consistently across all channels. Meeting consumers where they are, in the channel of their choice and serving up relevant and meaningful content is essential regardless of whether the consumer is engaged digitally or with your employees. Exceptional service is channel agnostic and can take the form of digital, voice, in-home, branded spaces or even increasingly through IoT technology.   Our expertise and collaborations span these channels and enable us to assist clients with creating distinct experiences.

Delivering experiences once the strategy and service model is sketched,  we survey the solution architecture, tech stack and foundational data models to deliver the experience. We pair the human experience with cutting edge technology to enable memorable interactions across your channels.  Driving brand loyalty at every touchpoint. Quality controls are built throughout the platform along with closed loop feedback mechanisms to capture VOC data that is actionable across your company.

Associates who serve on the frontline have deep understanding of consumer friction points and unmet consumer needs - we help companies tap into this wealth of knowledge by including them on sprint teams to co-create solutions with consumers.  In addition, we work with your CX teams to bring a culture of deep empathy for your customers and your associates.  We help with the change management needed to empower your employees to design optimal workflow, create incentives based on meeting customer needs, improve quality standards, refine processes, build knowledge management, and refine service design blueprints as the consumer experience evolves.