For professional services organizations, the customer experience stakes are extremely high. A missed call from a customer of an estate agent looking to buy property, for example, could cost the firm huge sums in unearned sales commission and result in their customer – the property vendor – becoming dis-satisfied with the service. Firms could lose both a deal and a customer. Similarly, a customer with an urgent legal issue to resolve will be deeply unhappy with having to wait for a significant period to get a call back or even a first response from their solicitor.
For professional services firms, it’s essential to be able to charge accurately for time taken to serve clients so revenue can be generated. Akixi enables professional services firms to attribute revenue and charges to accounts, enabling accountants, solicitors and other to apportion charges to customers efficiently and simply.
When the matter is urgent, expensive and important to customers, there’s no room for unnecessary delays and the consequences can be significant for professional services organisations. The good news is that calls can be effectively handled in real-time to improve CX by ensuring response time key performance indicators are achieved and customers aren’t left hanging on-hold or waiting for a callback that never comes. Tools such as Akixi CX Analytics can be utilised to build understanding of calling patterns, communication volume and customer satisfaction.
Waiting times can be reduced, resources can be used more efficiently and real-time call tracking ensures callers aren’t ignored or lost on hold. Capabilities include granular visibility into customer call journeys so customer satisfaction can be increased and revenue can be maximised through reduction of missed calls.
