Why Percepta

B y 2020, customer experience is expected to overtake price and product as the key brand differentiator. To prepare for this shift, companies must tune into their customers’ evolving service expectations. Only then will they be able to provide optimal service, every time. To start, companies need to identify the source of their customers’ service frustrations. Think about it: Are your customers trying and failing to contact you over the phone, on their mobile device, and through social media? Are you able to resolve their issues the first time? Are outdated technologies and operations preventing you from providing the exceptional service that could set you apart from your competitors?
At Percepta, we have the expertise necessary to help leading brands overcome even the most complicated customer service challenges. For the past fifteen years, we have managed multi-channel, multi-lingual contact centers for some of the world’s most prestigious automotive brands. We have translated this high-end experience into a specialized suite of solutions that delivers distinctive customer experiences, provides best-in-class service, and increases customer engagement across the entire customer life-cycle.

B y 2020, customer experience is expected to overtake price and product as the key brand differentiator. To prepare for this shift, companies must tune into their customers’ evolving service expectations. Only then will they be able to provide optimal service, every time. To start, companies need to identify the source of their customers’ service frustrations. Think about it: Are your customers trying and failing to contact you over the phone, on their mobile device, and through social media? Are you able to resolve their issues the first time? Are outdated technologies and operations preventing you from providing the exceptional service that could set you apart from your competitors?
At Percepta, we have the expertise necessary to help leading brands overcome even the most complicated customer service challenges. For the past fifteen years, we have managed multi-channel, multi-lingual contact centers for some of the world’s most prestigious automotive brands. We have translated this high-end experience into a specialized suite of solutions that delivers distinctive customer experiences, provides best-in-class service, and increases customer engagement across the entire customer life-cycle.

What We Do

We design and deliver high-value business solutions that create distinctive customer experiences and sustain customer engagement and loyalty. Learn more about our solutions below.


  Customer Service


W hen a customer contacts your brand during the ownership period it is often a simple general enquiry or if there has been a problem and they require expert help. Through excellent customer care these “bad” interactions can be used to positively influence the customer. Managing these situations in the right way, will increase loyalty and as our research shows, increase sales through increased repurchase rates or immediate sales opportunities. Our Customer Service operations resulted in an increase in the volume of promoters from 12% to 21% and a reduction of detractors from 26% to 14% for a European client. Overall these changes have resulted in incremental sales of £14 million ($18,905,600.00).

Delivering better customer service.

Check out our Customer Service Case Study!

Customer Experience   


W ith a wealth of knowledge we can access tools and insight that promote loyalty among your customers and keep your business at the forefront of your industry. Your customer loyalty strategy needs to be designed to promote customer engagement and inspire brand advocacy and loyalty. Our team of customer loyalty experts can help you achieve this through a range of consultancy services. Our Customer Experience Consultancy service helped a global automotive manufacturer increase customer satisfaction by 18% and improve concern resolution by 20% over an eight week timescale and without any additional budget.

Pay Less for Increased Customer Satisfaction

Check out our Customer Experience Case Study!

Customer Insight


W ith increasingly high customer expectations it is now more important than ever to understand who your customers are, how they behave and why. Our customer insight and analysis experts can provide you with this knowledge and help you identify a series of actions to drive profitable business change.
Our customer data and insight specialists have helped a number of global brands gain a true understanding of their customers and the drivers of their loyalty. This insight has formed the basis of important business changes which has inspired further loyalty and advocacy while increasing sales.

Using Insight to Deliver Better Results

Check out our Customer Insight Case Study!

Marketing


O ur marketing services allow us to collect customer data, providing insight that can be used to offer additional services to customers, promote new products and encourage customers to remain loyal to the brand through a range of relationship building activities. Percepta offer a wide range of inbound and outbound marketing services designed to manage customer requests, generate leads and maintain an effective database for our clients.

Generating Leads for Customers

Check out our Generating Leads for Customers Case Study for more detailed information!

Welcome to the Brand


T he first interaction your customer has with your brand after they have purchased your product or service is perhaps the most important in defining the level of service they will receive throughout the brand experience.
We provide a personalized welcome service to target customer groups, allowing our customer service experts to deal with any issues that might have occurred during the sales stage, explain additional product features that might not have been covered and identify needs for the future.

First impressions matter.

Check out our Welcome to the Brand Case Study!

Social Media


T he world of communications has changed and we can help our clients deal with this change. Our social media service has been in place for several years and is globally managing customer contacts through social media forums. What are customers, prospects and other interested parties saying about your brand and products? Where are they talking? What impact is this having on customer acquisition and retention? If you are not sure of the answers to these questions then talk to Percepta. Our 4 stage program can help you understand how to engage with customers in this increasingly important area of communication.

Social Media Case Study.

Check out our Social Media Case Study for more detailed information!


Customer Service

See how we are delivering better customer service.


Customer Experience

Pay Less for Increased Customer Satisfaction


Customer Insight

Using Insight to Deliver Better Results


Marketing

Generating Leads for Customers


Welcome to the Brand

First impressions matter.


Social Media

Seamlessly connect with your via the networks they choose.

Who We Are

Our leadership team provides a broad range of experience and knowledge in the fields of multi-channel customer experience design, contact center operations, customer relationship management, and brand loyalty. Learn more about each of our team members below.

Bob Lenard

CHIEF FINANCIAL OFFICER

Giles Whiting

CHIEF EXECUTIVE OFFICER

Sarah Sovereign

EXECUTIVE DIRECTOR

Alan Meldrum

SENIOR DIRECTOR

Where We Are

Our 28 offices and customer contact centers are strategically located across the globe. Our solutions can be managed in our centers or on our clients’ sites, allowing us to streamline client communications and seamlessly integrate with our clients’ existing technologies and operations.



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