How to succeed in the age of customer: CX for B2C benefits&rewards

Valoris solutions for B2C interactions

OUR CUSTOMER

Our partnersis a French company, that provides benefits and rewards services in over 80

countries.

They provide many kinds of benefit cards that companies offer as perks for the employees.

Before working with Valoris, they had an outsourced provider for general customer inquiries, but assessing its performance was challenging. They needed a professional service to improve customer service quality. To enhance their business strategy and gather better insights into user experience, a clear and structured workflow was necessary.

OUR SOLUTION

We built a comprehensive customer care solution from the ground up.

Initially, our team handled various customer service needs, addressing inquiries about meal vouchers and other types of vouchers such as holiday, gift, cultural, and social vouchers.

Subsequently, we collected customer feedback and provided our partner with a detailed analysis. This was the first time our client received centralized and structured information on how end-users perceived their services, particularly highlighting areas that needed improvement.

This valuable information was essential for enhancing their ongoing improvement process.

RESULTS

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AHT
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With our flexible approach we built a customized service for the benefit cards company, a solution that worked at its best even when Covid-19 started.

The secret was the flexible approach, the fact that we always prepared and anticipated any possible scenario and created solutions that could be applied with the same team.

Nowadays, the customer experience can be seen as the ultimate battlefield, where organizations can win, if they have the right tools or they can fail without proper guidance.

We have over 18 years of proved international experience and our services cover the entire customer journey.

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