Customer Experience Management Solutions & Consultants - LimeBridge

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LimeBridge Products and Solutions

At LimeBridge we believe that the Best Service is No Service. Customer service should be eliminated or cut way back. Companies should invest more in creating a great customer experience, systematically eliminating problems that jam customer service organizations. Our passion is helping organisations to achieve that objective by stopping doing the dumb things they do to their customers and their people. We provide customer experience management solutions and services that close the gap between the customer promise and the delivered customer experience.
We can turn you into a hero by helping you to convert improved customer experiences into higher levels of efficiency and profitable revenue growth. We can help you to:
Deliver a better customer experience at a 20% lower cost within 6 months
Set you up with the processes that deliver Amazon.com 25% per year improvements in customer service productivity year upon year
Dramatically increase the adoption and transaction completion rates in your self service applications
Reduce service related customer churn by 30%
Dramatically reduce staff attrition in your call centres and contact centres.

Look below to see how.

Solution: Customer Experience Strategy

Our customer experience strategy solution will help you to quantify how much improved cashflow and shareholder value will be generated by improving the customer experience. It will build you a business case and a strategy for change that will:

Identify how different types of customers will optimally interact with your organisation.
Improve efficiency and customer satisfaction by challenging the demand for service rather than just coping with demand
Create engaging self service instead rather than just focus on contact prevention.
Reduce customer attrition and churn by both tactically and systematically addressing customer frustrations.
Create more engaged employees.

Read on to learn how.

Solution: Reduce Contact Demand

Over 30% of customer operations workload in your contact centres, store-fronts and back offices is probably unnecessary . You can significantly improve contact centre performance, as well as customer and staff satisfaction by systematically eliminating the reason for these calls at the root cause. Our Reduce Contact Demand solution was pioneered at Amazon.com and has delivered 30% year on reduction in contacts per order. It will:

Show you how you can eliminate a significant amount of customer service workload by challenging demand.
Establish sustainable customer driven continuous improvement processes
Bridge the silos between marketing, back office, and IT to implement an optimal strategy to eliminate, deflect, simplify or leverage value from the contact.
Help you develop and get adoption of engaging self service.

Read on to learn how.

Solution: Listen to and Act on Customer Feedback

The LimeBridge WOCAS solution allows an organisation to systematically build the voice of the customer into the way it runs and improves its operations. Through continuous feedback processes and customer surveys it can:

Capture actionable feedback from customers across the whole customer lifecycle
Increase customer satisfaction and loyalty by improving the customer experience
Reduce cost of customer service operations by eliminating recurring customer problems that waste operational resources
Increase your selling proposition by transforming insights into customer driven product and service innovation

Read on to learn how.

Solution: Contact Centre Performance Management

Team Leaders and first line supervisors are the most critical piece in the performance puzzle. Our contact centre performance management solution helps you get a 10 - 15% improvement in performance in a matter of months by improving their effectiveness. It will:

Optimise team structures and call and work flow in your contact and call centres
Provide you with an integrated call centre reporting and performance management solution.
Free up team leader time to dedicate to coaching and performance development
Train team leaders to be effective fact-based coaches
Spread best practice contact handling processes across your centres

Read on to learn how.

Solution: Exploit Self Service

How well are your IVR, Web, SMS and Voice recognition self-service applications working? Do you need to improve adoption of self service? Do you want to identify the best self service technologies for particular applications? Our customer self service solution helps you to improve the business case and the return on your self-care investments. It will:

Help you identify the best interactions for self service.
Reduce failure rates and customers aborting from self service.
Improve the adoption rate for the self service you have built.
Create new engaging self service applications rather than focus on contact prevention.

Read on to learn how.

Solution: Grow Revenue

Cross Sell and Up Sell in Customer Service

Is revenue growth a priority for your organisation? Growing revenues by delivering a great customer experience is a goal for many organisations but one that very few achieve.

By optimising the customer experience you deliver, our Grow Revenue solution will

Dramatically reduce revenue loss through customer attrition.
Increase sales by making your organisation easy to buy from.
Reduce leakage from the sales process.

Read on to learn how.

Customer Experience Management Solutions and Consultants