Respondez

The Financial Services sector has been countering adverse economic conditions and exceedingly stringent regulatory environment. There is tremendous pressure to reduce costs while scaling up revenues. On the other hand, customers are becoming highly demanding and expect prompt services across a range of communication channels. To help organizations respond to these challenges Respondez provides a comprehensive approach for managing the customer lifecycle.

Our clients range from Banks, Insurance providers to independent financial houses. Our deep domain knowledge and expertise, combined with our compliance and governance infrastructure has enabled us to build close, integrated relationships with the clients that continue to grow and develop.

We provide a wide range of services within these sectors, including:

FCA compliant contact centre services

• End to end customer acquisition
• Multi-channel customer service
• CRM touch points, welcome calls, Independent CSAT

Value added “white labelled products” through affiliate partnership network

Confidential back office processing services

• Secured printing & pack printing
• Pack processing
• Whitemail management
• Payment processing

The energy sector has been affected by the recent economic crisis, as well as the increasing regulations relating to climate change. The leading suppliers are exploring avenues of customer acquisition and focusing on creating brand loyalty driven by the quality of customer interaction.
Respondez has rich legacy of experience in the utilities industry has created demonstrable competence with the knowledge and experience necessary for meeting the evolving needs of this highly competitive and legislation driven market.

We work with leading energy suppliers to provide solutions to help them acquire, retain, and grow their customer bases. Our understanding of this sector helps our clients successfully balance customer needs while keeping costs down, as ultimately achieving this will ensure they maintain their position as profitable market leaders.

End to end acquisition
– Sourcing compliant data source through network of group media companies
– Building consumer propensity model
– Digital marketing channels generating inbound traffic
– Targeted Direct mail campaigns

Support solution covers core elements of customer relationship management

• Multi-channel service centre
• CSAT & Welcome calls
• Retention/win-back
• Knowledge management – Self-help
• Social media brand ambassadors

Back office

• Welcome pack printing
• Marketing/advertising mailer

With the rise of technology and increasing use of internet, companies across a broad range of industries are investing in the development of their online channels. The e-retail sector has seen significant growth over the years with many customers turning away from the high street and embracing the convenience of online shopping.

With the lack and sometimes even complete absence of high street stores, it is important for e-retailers to be able to provide customers the level of support and service they expect. Respondez have a wealth of expertise in customer relationship management, providing the best technology and people to deliver a bespoke business solution for our clients.

Support solutions to cover core elements of customer relationship management:

• Multi-channel service centre – real time Webchat is a convenient way of engaging potential and existing clients. Voice chat consists of complex IVR and communication.
• Supply Chain Co-ordination
• Retention / Win-back
• Knowledge management – Self-help
• Upselling / Cross sell Value Added Services
• Social media brand ambassadors

The average UK adult using media and communications services for 8 hours 45 minutes a day (Ofcom 2016), making expert customer service essential for companies to be competitive within the telecoms industry. With customer needs ever-evolving, telecoms companies need to be able to react to change quickly.

As customers are becoming more likely to shop around, investing in both customer acquisition and retention strategies is essential. Respondez has extensive telecoms industry expertise, allowing us to offer clients bespoke solutions tailored to their unique business objectives.

End to end acquisition

• Sourcing compliant data source through network of group media companies
• Building consumer propensity model
• Digital marketing channels generating inbound traffic
• Target Direct mail campaigns

Support solution covers core elements of customer relationship management

• Multi-channel service centre
• Supply chain Co ordination
• Retention/win-back
• Knowledge management – Self-help
• Social media brand ambassadors

Back office

• Welcome pack printing
• Marketing/advertising mailer