Success Stories
In ACCENT, you have an established partner that brings a refreshing point of view, specialist experience and a proven ability to deliver differential results. Whether you’re looking to retain customers, find new ones, extend their lifetime value, or improve ROI, we can help. We know what it takes to create the perfect customer experience. And our numbers tell the story.
See how we interact with your customers and learn about our performance history in your sector.
Jane
Engagement Channel: Twitter
Solution Provided: Social Media Monitoring and Social Support
Sentiment: Physically and Emotionally Drained
Industry: Retail
Challenge:
After a long day at work, Jane picked up her child from day care and drove to her local retail store. While shopping, her day went from bad to worse when she couldn’t find several of her favorite cleaning products or anyone to help her. Physically and emotionally drained, Jane tweeted about her experience and threatened to write to corporate.
Rachel
Engagement Channel: Phone
Solution: Inbound Sales
Sentiment: Anxious
Industry: Health and Fitness
Challenge:
For years, Rachel struggled with maintaining a healthy weight. She had tried numerous diets but previous attempts to reach her goal had been unsuccessful. Newly engaged, she wanted to look her best on her wedding day. So, when Rachel saw an advertisement promoting a scientifically-proven system to help members lose weight and keep it off, she picked up the phone to learn more.
Bill
Engagement Channel: Online Chat
Solution: Customer Care
Sentiment: Excited but uncertain about his next purchase
Industry: Manufacturing
Challenge:
Bill recently purchased his first grill and was eager to start using it. He thought about buying an accessory item but wasn’t sure which one to choose. Bill decided to explore his options by visiting the manufacturer’s online store.
Jake
Engagement Channel: IVR & Phone
Solution: Customer Care
Sentiment: Confusion & Frustration
Industry: Telecommunications
Challenge:
Jake had been a long-time wireless customer but was growing increasingly dissatisfied with the high cost of his service plan. In an attempt to lower his monthly payment, he visited the local retail store to have several add-on features removed. When Jake received the next billing statement and it didn’t reflect his changes, he sought answers.
Darryl
Engagement Channel: Web Self-Service and Email
Solution Provided: Technical Support
Sentiment: Disappointment
Industry: Consumer Electronics
Challenge:
Darryl purchased a new laptop less than a year ago. As a freelance journalist, he traveled often and used his computer to watch movies while taking a break from writing on long flights. When the DVD player suddenly stopped loading disks, Darryl tried to resolve the problem himself by searching for possible solutions on the manufacturer’s website.
Technical Support
Synopsis
Turnkey Technical Support Solution Develops Brand Loyalty and Delights Customers Across OEM’s Supply Chain.
