Revolutionize Customer Engagement: Experience the Accordia Advantage – Your Gateway to Success!

In today’s dynamic business landscape, customer engagement stands as the cornerstone of success. As businesses evolve, so do the expectations of customers. To stay ahead of the curve, companies need cutting-edge solutions that not only meet but exceed customer expectations. Enter Accordia Global – your ultimate gateway to success in revolutionizing customer engagement.

1. Seamless Connections, Endless Possibilities

Consumers crave new methods of engagement to
bolster traditional communication channels such
as direct mail, email, and SMS.
• Brands that find creative—even unusual and
surprising—ways to engage will win the constant
fight for attention in a landscape saturated with
digital messaging.
• Meet the growing appetite for the wow factor
with creative promotional strategies—leveraging
pop culture and/or offering unique, once-in-lifetime rewards for behavior.
Source: Trends 2024 Building Brand Devotion, Lacek Group

At the heart of Accordia Global’s offerings is the commitment to creating seamless connections between businesses and their customers. Our innovative solutions break down communication barriers, fostering meaningful interactions that transcend traditional boundaries.

“Customer behavior is constantly evolving. As such, businesses need a robust and dynamic omni-channel customer service solution that is customer-centric. This will help the business to pivot quickly, gain a better understanding of their customers’ preferences, behaviors, and expectations to foster stronger client loyalty and advocacy.

Even though the idea of omni-channel customer service is simple, it is one that many companies struggle with. Companies often make common mistakes, such as lack of coordination, focusing on technology over strategy, having incomplete data, lack of training and education, and not measuring the success rate that can lead to failure”. Source: Bernard Yeong, Regional Director at Accordia Global.

Equipped with industry knowledge, foresight of the ever enhancement of the CX landscape, and an expert in agile technology is what businesses should look out for when choosing to invest with a tech-partner. From real-time communication channels to omnichannel strategies, Accordia ensures that your business is always within reach of your customers.

2. Customer-Centric Transformation

Accordia Global understands that the customer should be at the center of every business strategy. Our solutions are designed to facilitate a customer-centric transformation, where every touchpoint becomes an opportunity to deliver unparalleled value. Personalization, proactive communication, and adaptive engagement strategies are embedded in our DNA, helping your business build lasting relationships with your clientele.

3. Future-Ready Solutions for Lasting Impact

In a rapidly evolving digital landscape, businesses need solutions that are not just current but future-ready. Accordia Global’s suite of tools and technologies is engineered to adapt, and grow with your business. How so? By unifying Accordia Voice, Chat, Desks, and Social media platforms all on a single platform. Whether it’s harnessing the power of artificial intelligence, leveraging data analytics, or embracing the latest trends in customer engagement, our solutions ensure that you are always steps ahead.

4. Your Success, Our Priority

“88% of buyers say experience matters as much as company’s products or services. Source: Salesforce Report: Customer Engagement.”

At Accordia, we measure our success by the success of our clients. Our dedicated team works tirelessly to understand your unique business needs and tailor our solutions accordingly. From implementation to ongoing support, we are committed to being your strategic partner in achieving your goals. Your success is not just a milestone; it’s our priority.

5. Explore the Accordia Advantage at Accordia Global

Ready to embark on a journey of efficient customer engagement transformation? Here are some highlights on case studies of clients’ experiences from various business sizes and industries such as Home Appliances, Education industries, Services, Automotive, and Pharmaceutical just to name a few.

Some of these company’s faced Contact Center challenges, from a wide range of different company sizes and number of agents. Some have only four (4) agents with one (1) team lead while others have a good size team of sixty (60) agents with four (4) team leading the contact centre, and some of these have two hundred (200) agents to manage.

Challenge 1 – Lack of Coordination

The company growing in business has decided to run the Contact centre in-house instead of outsourcing. This is to foster tighter communication and manage the coordination all within a single platform, especially for agents who are working-from-home.

Solution Provided: Implemented Accordia CIS Omnichannel Cloud Contact Center solution(i.e.: IVR Inbound, IVR Outbound, After Office Hour solution, Busy Announcement, and CSAT) with Live Chat feature that is integrated to the company’s CRM via an API connection. Accordia Cloud enables the Company’s call center agents to work from home seamlessly with omnichannel customer employee experiences. The next step would be, a sales and marketing solution to be integrated to Accordia.

Challenge 2 – Focus on Technology Over Strategy

These especially holds true for the company’s that fall under these challenges. They are small in size with an agent number of within four (4) to ten (10) agents respectively.

As a growing company or start-up, hiring an extensive head-count might not be feasible. However, the contact centre then faced challenges such as non-integrated cloud phone and ticketing system creating silo’s. At the same time, to also cater for work-from-home agents.

Solution Provided: Implemented Accordia omnichannel contact center solution to help in managing real time communication, such in voice and chat. Concurrently integrating to social channels: WhatsApp, Facebook Messenger and Instagram. Accordia integrated with an existing ticketing system , where all incoming calls and chats will be logged within the ticketing system. The voice recording and chat transcripts are stored within each ticket. The next step forward, whereby Accordia assists the company to migrate their existing phone number into Accordia Cloud.

Growing small is not an issue to have your own Customer Contact Centre. We are able to grow with you!

Challenge 3 – Incomplete Data, Lack of Training and Knowledge

The challenges faced which resulted to the above are issues such as untraceable missed and unattended calls, untraceable missed call, wrong department transfers, no self service option in these age of technology advancement, and lack of accurate statistical reports. These are most troubling challenges especially for a company in the pharmaceutical line. Engaging third party as customer contact centre service might be risky due to the private and confidentiality matters of fellow patients.

Solution Provided: Implemented Accordia On-Premise contact center solution integrated to their phone system to support the following (inclusive of 2 years maintenance services):

▪️ Inbound Call Routing for 4 concurrent agents comes with IVR , real time agents & call queue monitoring & reporting
▪️ Voice Logger, Contact Management , Agents Call Script, Call Back Module, and Softwall Board
▪️ WhatsApp integration

The solution provided an assurance within the clients control with an added advantage of Accordia’s team being reachable and a back-up support.

Challenge 4 – Not Measuring Success Rate

In order to move forward, a certain form of measurement is a must even for the Government agencies. The challenge faced here is the many complaints falling through, untraceable, and scattered communications.

Solution Provided: Implemented Accordia Omnichannel solution to manage public complaints. Accordia provided telephony with omni routing, ticketing, email, live chat to support Facebook Messenger, Twitter and WhatsApp. This helps to streamline support agent workflow where all customer communications falls in a single user interface.

Being able to see the benefits of improving CSAT (Customer Satisfaction) Score, being able to provide 24/7 experience thus creating an increase of Customer Lifetime value (CLTV).

Challenge 5 – Underestimate the Important of Human Touch

Despite growing in technological advancement, companies should not fall short of still ensuring there is Human Touch to the CX Support. For this case study, let us bring you to a case study in the automotive industry. In Malaysia, it’s still a very much physical customer engagement before a purchase. However, many customers’ will visit via online platform before physically making the appointment. The company faced appointments management issues, and measuring SLA for after sales services, which they would need a contact center system to provide them the measurement and reporting.

Solution Provided: Implemented Cloud contact center for customer service desk and Accordia Voice Broadcast to blast out service appointment reminders to valued customers. Also provided reporting and analytics dashboard on contact center to monitor performance and metrics.

With the above few case samples of what Accordia’s customers faced before, and what can be done to alleviate these pain points is a testament of the commitment of what Accordia Global is able to provide. Explore our comprehensive suite of solutions, discover case studies highlighting success stories, and take the first step toward revolutionizing how you engage with your customers.

Revolutionizing customer engagement is not just a goal; it’s a necessity in today’s competitive landscape. With Accordia Global, you not only experience a paradigm shift in customer engagement but also pave the way for your business’s sustained success. Step into a better CX Tech-Enhanced Future with a click – www.accordiasolution.com