Self service

Overview

Self service
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What we do

We empower more individuals to become their own solution

Self-help streamlines repetitive tasks

Self-help streamlines repetitive tasks. Not all customer segments require personal contact for satisfied customers. If customers can resolve their issues through a well-designed chat and a robust web-based support center, both customers and customer service save time.

More individuals opt for self-resolution

More individuals prefer to independently resolve their issues. According to several surveys, younger customers tend to avoid calling for assistance, leaning towards a do-it-yourself approach for online and communication needs. We provide a seamless self-help solution, often faster than phone support. Chatbots, FAQs, and support forums cater to those seeking self-help. At Nordicom, our goal is to make self-help support flexible and user-friendly.”

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How it works

Our goal is an updated self-service tailored to customer needs

Self-service serves as a filter for simpler cases that don’t require assistance from a live agent. In the initial step of all service cases, regardless of the channel, customers have the option to describe their issue through chat, IVR, or the web. They receive suggestions for common solutions based on their case. If this doesn’t resolve the matter, the customer is then connected to the next step, involving personal contact via chat, email, or phone. To stay ahead, our phone and email customer service continuously gathers insights on common customer inquiries, which are then integrated into FAQs and chat to assist more customers right from the first step.

How we work

Statistics are our guide

Through key metrics like FCR, service rate, AHT, and CSAT, we achieve quick responses and high customer satisfaction. These metrics also help us pinpoint employees requiring additional support. However, we want to clarify that these statistics are not publicly shared. To enhance customer loyalty, we also measure and enhance NPS and CES. These statistics are entirely transparent and accessible to our customers through our help desk.

Smooth purchase experiences

Effective upselling, when done right, adds value to customers and enhances their overall experience. Our customer service team is trained in sales, making it easy for them to present new products, upgrade options, contract extensions, and promotions to your customers. We also handle terminations and make efforts to retain customers, a challenging task that requires experienced staff. The insights we gain from these conversations are invaluable for identifying areas to improve. Nordicom can also collaborate with you to develop new campaign materials across various channels like phone, email, or SMS.

Knowledge that makes a difference

At Nordicom, we highly value knowledge and training, ensuring that our employees are well-prepared for complex challenges well in advance of their interactions with your customers. We regularly invest in continuous education, understanding our partners' products and services, and the technology we use. Our strong culture of knowledge encourages us to continually collect and actively analyze new topics, enhancing our skills. No information is lost; everything is stored in cloud-based databases and manuals. This means that we continuously improve our skills every week, month, and year. Our primary goal is to ensure that our Nordicom employees are always at least as competent and up-to-date as your on-site staff.

From interaction to action

Every interaction with your customers presents an opportunity to deepen our understanding of their needs. Valuable insights, whether from satisfied or dissatisfied customers, inform the development of your offerings and processes. Our goal is to gain deeper insights into your customers, understanding their needs and behavior. This involves identifying cases that can be excluded or automated. Nordicom also assists in identifying services of interest to your customers and pinpointing gaps in your current offerings. We assess whether customers can readily access the information they need on your website and in self-help resources, and identify areas that may require expansion. By supporting you in this endeavor, we aim to enhance your cost-efficiency and competitiveness, resulting in a smoother and more satisfying customer experience.

We stand for the following

Customer-centric approach

We take pride in assisting our customers in resolving challenges, whether they’re major or minor. Our dedication to service drives us to go the extra mile, ensuring your customers can swiftly return to their daily routines with smiles on their faces.

Responsibility

We approach our mission with the utmost seriousness at Nordicom. We assume complete responsibility and leave nothing to chance. Our dedication to our values drives us to meet our partners’ expectations consistently. Even when faced with challenges, we always find solutions, no matter how tough the circumstances may be.

Quality

Quality is our constant guiding principle. We prioritize quality in our services, partner selection, interactions with our employees, and the everyday equipment we use. When making decisions, our unwavering stance is to consistently opt for the highest quality, without exception.

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The company of the future sets itself apart with world-class customer service

Our goal is to assist your company in standing out within your specific market, becoming a top-of-mind choice with a stellar reputation and exceptional service. When you reach this point, we’ve achieved a win-win situation. We’ve fostered customer loyalty, hopefully earning your trust in the process.

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Self service

We empower more individuals to become their own solution

Self-help streamlines repetitive tasks

More individuals opt for self-resolution

How it works

Our goal is an updated self-service tailored to customer needs

Customer-centric approach

The company of the future sets itself apart with world-class customer service

Do you want to know more?

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Choose your country

Choose your country

Self service

We empower more individuals to become their own solution

Self-help streamlines repetitive tasks

More individuals opt for self-resolution

How it works

Our goal is an updated self-service tailored to customer needs

Customer-centric approach

The company of the future sets itself apart with world-class customer service

Do you want to know more?

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