ADVANCED CUSTOMER CARE
The integration of Artificial Intelligence with Customer Care services is a solid step toward a more modern and effective customer service model. The hybrid HUMAN & AI model is a valid response to the company's digital transformation needs, combining the efficiency of technology with the enhancement of human capital.
Communication professionals are supported by efficient and flexible AI, in a hybrid approach where technology and sensitivity reinforce each other.
In this scenario, the human operators are not replaced, but rather freed from simpler and more frequent interactions, allowing them to focus on complex and higher-value cases.
Mercurio Misura is a pioneer in these services and enhances them by offering training and planning, essential elements for supporting the change.
H&AI Customer Service is a able to evolve, grow, and adapt to every industrial sector and the infinite variability of its customers.
Communication professionals are supported by efficient and flexible AI, in a hybrid approach where technology and sensitivity reinforce each other.
In this scenario, the human operators are not replaced, but rather freed from simpler and more frequent interactions, allowing them to focus on complex and higher-value cases.
Mercurio Misura is a pioneer in these services and enhances them by offering training and planning, essential elements for supporting the change.
H&AI Customer Service is a able to evolve, grow, and adapt to every industrial sector and the infinite variability of its customers.
Advantages
H&AI Customer Service makes customers live a unique and unforgettable experience that gives them the memory of an attentive and helpful company: the perfect Company.
Service available 24/7 without interruptions.
Also accessible to non-native speakers (84 languages available)
and with:
with a single focus: THE CUSTOMER.
Service available 24/7 without interruptions.
Also accessible to non-native speakers (84 languages available)
and with:
- Timely response
- Instant adjustment to sudden calls spiking
- High reliability
- Operating costs optimization
- Efficiency, flexibility, precision
with a single focus: THE CUSTOMER.
Services
Mercurio Misura helps companies to improve the quality of their structures and to manage Customer Service in total outsourcing, with:
- Management of Toll-free numbers and dedicated lines
- Customer care, help desk and back-office management
- Acquisition of orders, processing of requests for information, management of complaints
- Customer Relationship Management and Customer retention
- Qualification, valorization and commercial development
- Reactivation and management of uncovered areas
- Personalized Marketing on inactive Customers
OPERATIVE CRM
The relationship with Customer is the first engine for business
CRM means using technology supporting Clients for all the business operations.
"CRM" is often identified with a software, thinking that IT tool is sufficient to improve relationship with Clients. However, Technology today is necessary but not sufficient to direct link all the business functions in contact with them: Sales, Logistics, Customer service, Technical assistance, Administration office...
Mercurio Misura manages CRM projects in its true meaning: management of the relationship with the Customer, supporting all the company functions that are in contact with.
Having the information is not enough to be able to implement effective actions.
Only integration between Analytic CRM and Operative CRM creates solid and long lasting results.
Mercurio Misura has an integrated system that combines KNOWLEDGE and ACTION.
"CRM" is often identified with a software, thinking that IT tool is sufficient to improve relationship with Clients. However, Technology today is necessary but not sufficient to direct link all the business functions in contact with them: Sales, Logistics, Customer service, Technical assistance, Administration office...
Mercurio Misura manages CRM projects in its true meaning: management of the relationship with the Customer, supporting all the company functions that are in contact with.
Having the information is not enough to be able to implement effective actions.
Only integration between Analytic CRM and Operative CRM creates solid and long lasting results.
Mercurio Misura has an integrated system that combines KNOWLEDGE and ACTION.
The Knowledge
Beyond the Data
"Markets" are abstract entities that do not buy anything: only Customers buy.
Companies are often convinced they have information: but which data are really useful? And about which Customers? The active ones? The Prospects?
Each Company theoretically caters to all thousands, or often ten thousands, Customers in their area. Little is known about these commercial entities: the personal data, some sales data...
We have the most important information of each client or prospect in the reference market;
moreover our databases, updated and constantly evolving through periodic interviews and systematic web desk research activities, guarantee the full and perfect knowledge of WHO is acting on that Market, and WHAT I can do with him.
In particular, specific databases are available for the following sectors:
- HEALTHCARE
- BEAUTY
- HOSPITALITY INDUSTRY and FOOD SERVICES
- PROFESSIONAL FIRMS
- AUTOMOTIVE
- TECHNICAL MARKET
- GARDENING and PET SHOPS
Companies are often convinced they have information: but which data are really useful? And about which Customers? The active ones? The Prospects?
Each Company theoretically caters to all thousands, or often ten thousands, Customers in their area. Little is known about these commercial entities: the personal data, some sales data...
We have the most important information of each client or prospect in the reference market;
moreover our databases, updated and constantly evolving through periodic interviews and systematic web desk research activities, guarantee the full and perfect knowledge of WHO is acting on that Market, and WHAT I can do with him.
In particular, specific databases are available for the following sectors:
- HEALTHCARE
- BEAUTY
- HOSPITALITY INDUSTRY and FOOD SERVICES
- PROFESSIONAL FIRMS
- AUTOMOTIVE
- TECHNICAL MARKET
- GARDENING and PET SHOPS
The action
Operative Marketing
Having specific and detailed information is the first, fundamental preparatory step. Then it is necessary to take action, carrying out timely, targeted and systematic activities, which achieve the development objectives that the company has set itself.
The large number of Prospects often makes it difficult to choose what to do: “How can I approach them? What do I tell him? By what tool? How often? And how will my Sales force think about it? On the other hand, I want to better cover the territory... "
Actions, tools and contents depend on the sector, the products, the distribution system, the moment, the commercial policy. But, if I have all the information on potential Customers, I can decide:
WHAT TO DO
- Specific communication
- Commercial promotion
- Enhancement of services
- Event invitation
- Other actions
TOWARDS WHO TO DO IT
- Active Customer or Prospect
- Geographical areas
- Customers visited by the Sales network or not
- Other targets
HOW TO DO IT
- By e-mail or DEM
- by phone
- Digital campaign
- Events
- Other means
The large number of Prospects often makes it difficult to choose what to do: “How can I approach them? What do I tell him? By what tool? How often? And how will my Sales force think about it? On the other hand, I want to better cover the territory... "
Actions, tools and contents depend on the sector, the products, the distribution system, the moment, the commercial policy. But, if I have all the information on potential Customers, I can decide:
WHAT TO DO
- Specific communication
- Commercial promotion
- Enhancement of services
- Event invitation
- Other actions
TOWARDS WHO TO DO IT
- Active Customer or Prospect
- Geographical areas
- Customers visited by the Sales network or not
- Other targets
HOW TO DO IT
- By e-mail or DEM
- by phone
- Digital campaign
- Events
- Other means
MERCURIO MISURA
The integration between Telephone and Web improves the productivity of the the sales networks' commercial action.
CALL&WEB is a latest generation multimedia platform,
with a potential of over 70,000 interviews per month.
Our staff is specifically trained in the psychology of communication: this guarantees the success of the projects carried out.
Some of the activities that we carries out for our Clients in different sectors:
Creation of qualified appointments for the company's Sales network
Strengthening of communication in sales areas and coverage of uncovered areas / targets
Business to business direct sales (in Pharmacy, Normal trade and other areas)
