Product Support & Retention
Diligent’s customer care specialists expertly provide our clients’ customers with information and support that is tailored to the unique needs of their program, leading to increased loyalty and customer retention.
Depending on the nature of the product, that support can include:
Providing product information either proactively or via spontaneous inbound contacts
Product use and care including education, technical support and troubleshooting
Expertly trained to recognize and document adverse events
Reporting product complaints as outlined in standard operating procedures
Facilitation of product replacement requests in accordance with client-provided guidelines
Triaging requests to the appropriate area, if the customer care specialist is not the best person to help
In a well-designed product support program, repetitive, simple questions are answered by a technology-driven solution—such as telephony messaging, interactive voice response with a self-service option, or Artificial Intelligence— with customer care specialists utilized to handle more complex contacts.
The reporting resulting from both live and automated interactions helps our clients serve their customers in a more informed and comprehensive way.
Additional Customer Care