RESULTS ORIENTED

CONSULTING ENGAGEMENTS

Each CSLD service engagement has been created to guarantee results. At CSLD, we are more than just consultants.  We do a deep analysis of your data to ensure that our deliverables will provide you with the information you need to move your organization forward.

Knowledge Content & Self- Service Success

Many companies are not effective at leveraging the data in their customer case management system to increase self-service efficiency.  With the CSLD Knowledge Content and Self- Service Success engagement (KSS), we leverage the CSLD Data Analytics Engine to pull the critical data elements from each customer request to help you deliver a better self-help customer experience.

kss
Data Elements (Input)
  • Customer Case Details
  • Resolution Codes
  • Case Description
  • Resolution Details
  • Case Deflection Data
Engagement Deliverables
  • Prioritized Self-Service Action Dashboard
  • Self-Service Success Dashboard

Net Promoter & Action Plan Process

Are your customers willing to promote your company’s products and services to their friends and colleagues? If not, you have a problem.  While you might have an NPS question on your customer survey, how well do leverage the customer comments to create more promoters and reduce the number of detractors?  Our Net Promoter & Action Plan Process engagement (NPA) leverages the CSLD Data Analytics Engine to set you on a path to more effectively drive results across all departments in your company in order to increase your NPS promoter population.

npa
Data Elements (Input)
  • Net Promoter Score Results
  • Net Promoter Score Comments
  • Critical Customer Touch Point Analysis
  • Case Management Details
  • Call System Reports
Engagement Deliverables
  • Net Promoter Accountability Dashboard

Customer Effort & Expectation Analysis

How much effort does it take for your customers to get product support from your organization?  While Customer Effort Score has become a popular way to measure how your company is perceived, many organizations struggle with how to use the data to improve.  With our Customer Effort & Expectation Analysis engagement (CEE), we will leverage the CSLD Data Analytics Engine to implement a customer effort score program, analyze the data and provide you with a plan to help ensure your customers are able to get help from your organization with minimal effort.

cee
Data Elements (Input)
  • Customer Effort Score Results
  • Customer Effort Score Comments
  • Website Analytics
  • Knowledge Base Analytics
  • Case Management Details
  • Call System Reports
Engagement Deliverables
  • Customer Effort Accountability Dashboard

Customer Loyalty & Product Adoption Analysis

If your customers are not using your product you are at risk of losing their business.  With the rise of SaaS vendors, it is even more imperative that you are looking at your adoption data to discover critical loyalty dimensions.  The Customer Loyalty & Product Adoption engagement (CLA) will guide you how to leverage unstructured data in your systems to gather adoption data in order to improve your support/service and increase your conversions, up-sell opportunities, and renewal rates.

cla
Data Elements (Input)
  • Product Usage Reports and Logs
  • Critical Customer Touch Point Analysis
  • Case Management Data
Engagement Deliverables
  • Product Adoption Dashboard
  • Top Product and Service Loyalty Drivers
RESULTS ORIENTED

CONSULTING ENGAGEMENTS

Each CSLD service engagement has been created to guarantee results. At CSLD, we are more than just consultants.  We do a deep analysis of your data to ensure that our deliverables will provide you with the information you need to move your organization forward.

Please contact us for more details on any engagement or to find out how CSLD can help you succeed!

Unstructured Data Analytics for Customer Service