DELIGHT YOUR CUSTOMERS!
1. Define the customer experience
Our methodology starts with your end customer in mind. What type of experience are you trying to create? How do you want customers to define your brand? Your Rush Order team will build and execute the resulting people & technology plan.
2. Build CS channels
Phone, Email, Chat, Social and other customer support channels are all great tools when used appropriately. We will work with you to define and setup CS channels that enable the ideal customer experience you are creating in step 1. All at the right cost.
3. Load LMS content
The Rush Order Learning Management System (LMS) is designed to engage, entertain, and improve the success of your Rush Agents. In addition to general CS best practices, we create a bespoke training curriculum for your agents. Comprehensive training includes company and product specific content in the form of text, audio and video. Through fantastic training, we enable Rush Agents to carry the torch for your brand.
4. Setup Quality Assurance (QA) tools
Rush QA is the quality assurance tool used to perform audits and ensure efficiency from your Rush Agents. We enable weekly performance monitoring for each Rush Agent to continuously improve and measure success.
5. Security implementation
Your customer data is sacred. Out of the box, your Rush Order CS platform is PCI-DSS and SOC 2 Type II ready. Platform security measures include a tiered firewall architecture, disk encryption, data loss prevention, intrusion scanning, file integrity management, and security event correlation. With the right foundation in place, you are ready to maximize your customers’ experience safely & securely.
1. Meet & Greet
Meet your team! Your Rush Agents are eager to learn about your products, become a part of your business, and be energized by your brand.
2. Unboxing Experience
Before your Rush Agents are influenced by detailed training and knowledge sharing, we give your agents the same unboxing experience your end customers will receive. Just like a customer, agents will open the packaging, read the quick start guide, complete setup, and enjoy the use of the product.
3. Online Training Course
The Rush Order Learning Management System (LMS) is designed to engage, entertain, and improve the success of your Rush Agents. In addition to general CS best practices, we create a bespoke training curriculum for your agents. Comprehensive training includes company and product-specific content in the form of text, audio and video. Through fantastic training, we enable Rush Agents to carry the torch for your brand.
4. Group Training Course
Practice. Practice. Practice. Online courses are augmented by group discussion, role playing, and practice. With the benefit of our live group training curriculum, Rush Agents will be ready to delight your customers in no time.
Quality Assurance Analyst
Quality begins with measurement and focused feedback. We assign a named QA analyst to your account, whose sole goal is to monitor Rush Agent performance and intervene with coaching when necessary. QA analysts are also responsible for heaping praise on Rush Agents when things go perfectly!
Real-Time Agent Feedback
Our customer support platform provides real time analyses and reporting to ensure things are on track and customers are being delighted. Leverage our technology to help Rush Agents improve in real time.
1:1 Coaching Sessions
Leveraging our advanced technology suite, QA analysts can spot issues in chat, email, phone and other channels in real time. Issues are flagged and escalated so success managers can immediately intervene to constantly improve the experience Rush Agents deliver to your customers.
Customer Satisfaction (CSAT)
Automated surveying of customers objectively quantifies the success of our customer experience solutions. Happy customers make repeat purchases, refer friends, and amplify your brand. Measuring the outcomes created by the people and processes driving your customer experience is critical to achieving continuous improvement. Your Rush Order Success team will design, implement, and execute automated customer surveys on your behalf.
Email. Chat. Social. Phone. Pick and choose which channels to start with, then expand into others as they make sense for your growing business. With Rush Order on your team, you will be able to meet and help your customers anywhere they prefer.
While many brands get by just fine in English-only to start, the ability to quickly ramp up additional languages is the best way to create optimal customer experiences. Rush Order warehouses are available around the globe and your Rush Agents are ready to support the corresponding growth in customer support needs.
With contact centers on four continents, your Rush Agents live amongst your customers. This nuanced understanding of consumers in each market permeates our agent training, communication style, and overall rapport with customers, again creating an extra edge that results in the ultimate customer experience.
24 / 7 / 365
24 hours per day, 7 days per week, 365 days per year. At Rush Order, we live up to our name. Your Rush Agents are ready to provide fast & friendly service no matter where on earth your customer lives or what time of day or night they prefer to be helped. We have you covered.
WHAT END-CUSTOMERS SAY ABOUT THE BRANDS WE SUPPORT
E-COMMERCE ORDER HELP
Go above and beyond for your direct customers
- Integrate 24/7 email and live chat support directly into your website
- Support your customers via social channels and wherever they wish to engage
- Proactively intervene with shipping exceptions, before customers realize there is a problem
- Leverage data-driven reporting to better understand your customers and their pain points
- Measure customer satisfaction to prove the results!
PRODUCT TECHNICAL SUPPORT
Give your customers the gift of awesome product tech support
- Industry-leading training systems enable your Rush Order agents to deliver a premium product support experience
- Detailed analytics provide a nuanced understanding of customers’ struggles with your product setup & use
- Provide 5-star warranty support with RMA & replacement management integrated under one roof
- Measure customer satisfaction to prove the results!
The Ultimate Customer Experience Toolkit
Meet your customers on their preferred channels
THOUGHTFULLY INTEGRATED WITH ORDER FULFILLMENT
ALL UNDER ONE ROOF
THE RESULTS SPEAK FOR THEMSELVES
End User CSAT
PHONE HOLD TIME
CHAT WAIT TIME
EMAIL REPLY TIME
BACKED BY PRACTICAL REPORTING, KEEPING YOU IN CONTROL
How does Rush Order deliver the highest quality experience for your customers?
- Leverage the #1 Quality Assurance (QA) software tool for Contact Centers.
- Daily evaluations provide real-time feedback to agents, ensuring the feedback loop works perfectly every time.
- Motivational and instructional coachings are delivered to agents 1:1 weekly.
- Our customized Learning Management System (LMS) is set up to easily enroll agents in product and process training modules, all unique to your business.
- Quality scorecards for agents supporting your brand are reported to you weekly.
- With the above training and evaluations in place, we know the agents’ strengths. Rush Order’s skill-based routing system pushes emails, chat sessions, and phone calls to individual agents whose strengths are most likely to delight your customer.
- We continually measure and report Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) to you. Your boardroom & team presentations never looked so good!