Customer Experience

Continuously improve the relationship with your client, ensuring they achieve the best possible results with the product or solution they have acquired.

Customer Success is a strategy to ensure that the client obtains the maximum value from the product or solution offered, enabling the business to secure both retention and expansion of the revenue generated. The key to Customer Success is to understand, teach how to achieve, measure, and proactively communicate the results obtained by the client through the use of your product or solution.

Our approach is to define the Customer Success operating model through the establishment of an appropriate organisational structure, the implementation of processes and measurements capable of demonstrating and communicating success results to your client, as well as ensuring an internal process of continuous improvement to enhance your products and services.

Understand your customer, their preferences, behaviors and needs, creating competitive differentiation through Customer Analytics.

More and more companies have increased the organization of their data and analysis resources, taking advantage of predictive insights to connect more closely with their customers, anticipate behaviors, and identify problems and opportunities to improve the experience in real time.

In this way, we develop solutions based on data, generating analyses and insights to support your company in decision-making, always seeking better results for the business. The focus should be on the search for the best customer experience, also resulting in a financial impact for the organization, such as reducing churn, increasing revenue or reducing the cost of serving.

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Engage your entire organisation to identify the root cause of the offending reasons for your customers' experience and act to address action plans focused on new solutions and minimising friction.

Through a methodology that uses quantitative analyses — focusing on survey results, drivers of dissatisfaction per working day, and operation performance indicators — linked to the establishment of governance to discuss the root cause of dissatisfaction, deployment of actions and determination of action priorities, your company will have a powerful transformation tool whose main lever will be the engagement of the entire organisation to act with a focus on the customer.

The governance model and the root cause machine are what will move the company in search of the best customer experience. The insights and root cause machine is deployed through the formation of multidisciplinary groups with the participation of all areas involved in the offending motives of customer satisfaction.

These groups work in the form of squads, following the agile methodology, to define and implement action plans.

The monitoring and alignment of these teams is carried out through a governance model (Customer Experience Committees), which are fundamental to the establishment of a culture of customer centricity within the organisation.

Ensure greater service efficiency and enhance customer satisfaction.

The customer service area is the main point of contact for requests, questions, or complaints, which may be based on problems originating from different areas of the organisation.

The biggest challenge is, first of all, to prevent the customer from needing service, but if necessary, the ideal is to carry out it efficiently and quickly, ensuring that your problem is solved.

In our methodology, Visagio seeks to identify the main opportunities for actions to avoid friction, determine actions for digital engagement, and empower the operation to increase resolution at the first contact - ensuring greater efficiency in customer service.

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Measure the customer experience through surveys and indicators (Key Performance Indicators and Customer Performance Indicators) to help identify and prioritise key pain points to build an excellent experience.

To place your customer at the center of your business transformation and understand their satisfaction at each point of contact, Visagio uses research methodology and indicators to measure customer experience, seeking to classify them into three main layers:

• General NPS (Net Promoter Score): It seeks to qualify the customer experience and their relationship with the company, measuring the degree of customer loyalty to the brand, in addition to facilitating comparison with competitors and other organisations in the market.
• Journey satisfaction: This measurement is more specific and allows you to qualify customer satisfaction at each point of contact, generating insights to know and prioritise their main pain.
• CPIs and KPIs: Objective metrics with operational performance indicators directly related to the motives that drive the journeys.

With the application of our methodology and best practices, the measurement will be carried out in an assertive and efficient manner, ensuring that the customer experience is being monitored in the best way and can generate insights to direct continuous improvement within your organisation.