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Interaction Planning takes each moment you have with customers and shows you how to maximize impact. Planning is key because there is one inescapable truth: Powerful words create powerful outcomes; and muddled words create muddled outcomes. Planning empowers your team with better communication skills. Best for: Contact Centers and Customer Service Teams. |
Get Interaction Planning Because. . .
Your situation |
Our service |
You need your customer service to reduce churn and increase customer loyalty. |
We assess your current customer service for its friendliness, plausibility, persuasiveness and customer pacing. From there, we identify the words and techniques that will communicate a better, more productive customer experience. |
At Interaction Metrics, we optimize single interactions and we also work more comprehensively. How much planning do you need?
A Single Interaction
Single interaction optimization takes one type of customer question or customer situation and delivers the optimized protocol.
Whether we are producing an email template, call script or in-person protocol, generally, a single optimization project is turned around in less than one week.
All Interactions
We start by understanding the list of reasons why customers request customer service and what their questions--and your answers--are. Then, we deliver the optimization for each of your interaction types.
Depending on the complexity of your customer service, complete Interaction Planning may take 8-12 weeks or more.
In the Trenches
The Benefits our Clients Reap from Interaction Planning
The doctors felt the front desk was letting them down until. . .
- Our surgical team client saw a decline in business and knew that at least part of their problem was that their front desk counselors dropped the ball and sounded foolish when it came to answering customers' questions. Using a baseline audit, we came up with content for counselors to use that communicated our client's unique brand, while also providing the exact information customers needed to take the next step in finding out about a particular surgical procedure. We trained counselors on the new content and uploaded four hours of examples so that counselors could practice on their own. One week later, the doctors told us they were already happier with how they were being represented and with the front desk's ability to answer customers' questions.
To find out how our Interaction Planning compares against traditional best practices, let's talk.
