Customer Experience

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?

Holistic CX

Orchestrating customer experience through effortless omnichannel solutions focusing on personalization. Our CX goes far beyond customer retention and sales.

UI-UX Transformation

Re-creating digital customer engagement through effective information architecture, user- and device-aware layout. Our secret recipe is a mixture of design, aesthetics, utility, ergonomics & performance.

Experience Platforms

Creating visually stunning and stimulating interactive experience platforms that intersects function & innovation. We leverage latest technologies to turn unique ideas into cohesive experiences.

Product/Service Design

Getting enterprises ready for the next wave of smart application. Our approach is user-centric and is heavily muscled with feedback loops and customer-journey simulations.

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 Satisfaction	Customer Loyalty / Retention	Brand Advocacy	Value and Quality	Employee Engagement
Product /Service review ratings	Loyalty Program Enrolments	Net promoter score	Accuracy of Inventory and Pricing	Employee Satisfaction
First call resolution rate	Multiple channel Engagement	Price Sensitivity	Product recall / return rates	Anonymous Employer review (Glassdoor)
Compliant Resolution rate	Purchase Frequency	Customer referrals	Security breaches	Employee Retention
Cart / Call abandonment rate	Average Customer Tenure	Sentiment Score	Number and frequency of support requests	Career Opportunities
Product / Service Upgrade	Churn / Deactivation Rate	Brand Value	MTTF / Product Reliability	Job Understanding
Incident Rates	Repeat orders and renewals	Social network participation	Process Adherence