Co-creating human-centric processes, culture, and experiences to accelerate business transformations and amplify value.
Our objective is to bring you holistic perspective of your customer journey and help you acquire, expand, and retain your customer base by unleashing the power of Data, Analytics, Automation, and Personalization. We believe in digitizing and automating everything possible while training human intelligence to go an extra mile.
We help our clients deliver brilliant customer experience by balancing these elements
Data & Analytics: By integrating right tools, we aid businesses to develop an ability to capture accurate data and translate that data into actionable insight.
Channels: We understand the importance of customer engagement for businesses. At Qentelli, we not only focus on multi-channel presence bust also create Omni-channel experience.
People: Capturing the complete response of customers in real-time and engaging the most empowered resources to act on that captured data can bring in success faster.
Innovation: People never stop wanting to have newer experiences. So, businesses should never stop inventing them. It’s not impossible with Qentelli on your side.
Impact of Customer Experience on your business
of the time, your customer is looking for omni-channel experience
of the time, your customer prefers human touch in brand interactions
of the customers don’t mind paying extra for better experience
of churned customers leave because of bad customer experience
What can enhance your Customer Experience?
You can’t improve what you don’t measure in business.
Customer experience metrics go beyond what you measure in your Marketing and Customer service teams. It is important to regularly audit and consolidate the CX metrics at organization level to determine the ROI and Value addition. Here are some of the metrics we swear by.
Customer Loyalty / Retention
Product /Service review ratings
Loyalty Program Enrolments
Net promoter score
Accuracy of Inventory and Pricing
First call resolution rate
Multiple channel Engagement
Product recall / return rates
Anonymous Employer review (Glassdoor)
Compliant Resolution rate
Cart / Call abandonment rate
Average Customer Tenure
Number and frequency of support requests
Product / Service Upgrade
Churn / Deactivation Rate
MTTF / Product Reliability
Repeat orders and renewals
Social network participation
Higher value ⇒ Progress
Lower value ⇒ Progress
Uplift your Customer Experience by designing ‘customer-first’ products
We help you implement an end-to-end CX transformation for your business.