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You are here: Home > Business Needs > Delivering premium client care

In this section

• Ensuring voice continuity
• De-risking business moves
• Improving customer experience
• Delivering premium client care
• Integrating voice within the data centre
• Supporting flexible working

Delivering premium client care

Delivering a continuous and personal service to your most valuable customers

Certain high-value customers  understand what they bring to your business and – rightly – expect a level of service that reflects this value.. You can give them a named advisor to nurture and manage the relationship on a more personal basis, but this creates a balancing act between giving the service these customers expect and getting the most from your people.

How do you give high-value customers the contact they want with their relationship manager, whilst freeing up your people to handle more than one valued customer at a time, from any location?

With BT smartnumbers you can associate a single number with a named relationship manager, which can follow to wherever the call needs to be taken.

Keeping in control, even when not available

There will be times when relationship managers can’t pick up. They  can choose whether to route calls to a personalised voicemail or to another member of the virtual service team – people who know enough about the customer’s business to be able to help. There’s no waiting in queues or speaking to people who don’t understand what they need.

• If your customer changes their mind halfway through leaving a message they just press 0 to reach a member of your team.
• The relationship manager will know about the call straight away, thanks to a notifying email or text that identifies the customer and how the call was handled. Hence they can speak knowledgeably next time they are in touch with their client.

Building a true picture of the service your customers are getting

How you handle calls shows your customers how much you value them day-to-day, every time they call. But how do you monitor their service experience over time? We give you detailed reports on all aspects of your call handling, enabling relationship managers and administrators to maintain a true picture of the calling service customers are getting and make sure that it stays at the necessary levels to keep their loyalty.

We give you everything you need to put the right people in touch, so you can concentrate on keeping high-value customers satisfied with the very best service.