Telecom customer satisfaction veteran extends its integrated service to
the POS market
MONTREAL, Jan. 7 /CNW Telbec/ - 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
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
SOURCE Utopia Image Inc
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