Telecom customer satisfaction veteran extends its integrated service to the POS market
MONTREAL, Jan. 7 /PRNewswire/ - Utopia Image has signed an agreement to provide CT-Payment with a help desk service that will integrate its just-in-time actionable feedback platform. Previously reserved for the Canadian telecommunications industry, Utopia Image's customer experience management platform and customer assistance service is now available to Payment Service providers (PSPs).
The service allows PSPs to measure and adapt the quality of every customer interaction in real-time, simultaneously increasing client satisfaction and decreasing the need and cost of repeat service calls.
"Having accurate information in a timely manner allows PSPs to make informed decisions and to take action based on real-time data." says Utopia Image President Anthony Lacopo, "Simply put, we provide the information our clients need to make decisions."
"Our clients know, within minutes, if their customers are unsatisfied with a service call - and they can react accordingly." says Anthony Lacopo, who believes that real-time service is of great value to the merchants who require POS assistance. "Great service providers increase loyalty by constantly measuring service quality and adapting their customer assistance service in real time, which is drastically different than counting the number of tickets closed or resolved. Don't confuse customer satisfaction with customer service."
Utopia Image's integrated Customer Experience Management platform and Help Desk aims to increase the "Very Satisfied" segment of customers (between 5% and 8%), while reducing the number of unnecessary repeated customer service calls (from 10 to 15%).
About Utopia Image:
Utopia Image helps service providers address customer satisfaction problems - as they occur. Real-time feedback and intelligence is generated by the company's integrated Customer Experience Management platform and 24/7 Help Desk services, and today employs over 200 people.
Founded in 2006 in Laval, Utopia Image has helped National and Provincial Service providers improve the performance and profitability of their customer service operations, including onsite deployments and service calls.
SOURCE Utopia Image Inc