Services
CustomerConnect
Improve conversion rates and maximize order values by capitalizing on every contact opportunity with prospects and customers. Donnelly will design a solution utilizing shared, dedicated or hybrid models. When revenues matter, CustomerConnect is the solution of choice.
Convert Customers and Increase Revenue
- 24x7x365 customer support
- State of the art telephony system featuring multi-media support using chat, telephone, email, and social media
- Full time coverage, peak period overflow, or after hours services
- Customized call routing
- Proprietary catalog order entry application providing hundreds of standard features and functions
- Proven techniques to drive order conversion rates using Donnelly’s Innovative Technology
- Customized up-sell/cross-sell messaging to improve average order value
- XML, Web Services, and custom APIs to provide customers with real time selections and availability
Decrease Costs
- Access on demand capacity for seasonal and overflow periods
- Reduce capital costs needed to expand existing facilities
- Reduce or eliminate hiring additional staff for peak periods
- Increase internal efficiencies and improve service levels
Disaster Recovery
- Donnelly can handle all your telephone calls and customer interactions in the event of power outages or natural disasters
- Donnelly’s Interactive Intelligence hosted SIP telephone system, redundant backup systems, and on site power generation capability ensure uninterrupted service delivery
Increase Customer Satisfaction and Brand Loyalty
- Optimize the customer service experience for your brand with the Donnelly Client-Centered Focus
- Provide exceptional service from Donnelly Customer Service Professionals trained to facilitate sales
- Assist buyer selection with key word inventory search and previous and current online catalogs
Quality Assurance
- Continuous improvement based on the Donnelly Quality-Driven Processes
- PCI-DSS compliance for the payment card industry with quarterly certifications through our partner Trustwave insuring secure financial transactions
- Remote silent monitoring calls at your convenience
- 100% call recording
- Real-time address verification and data validation software
- Daily client and agent metrics
- Client calibration meetings
Performance Metrics
- Instant access to key performance indicators including average speed of answer, call time, and abandon rate
- Revenue to cost metrics including conversion rate and average order value included on monthly invoices
- Reporting on up-sell and cross-sell rates
- Customize reports to obtain pertinent data for business decisions
Contact us today and learn more about ways Donnelly Communications can help your company maximize revenue and better retain its valued customers.
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