Customer interaction
Customers have never has as much choice as right now and are more demanding than ever. That means that consistent, personal interaction with customers has become an absolute necessity for organisations. This is the only opportunity for them to ensure that they meet their customers’ specific needs and make a good impression on their customers. And to tailor their offering accordingly.
The good news: this interaction has become easier thanks to the gradual improvement of the technological means of support. Even when we talk about large numbers of customers and products. Ordina has developed a special service in this area. It is aimed at the effective and efficient set up of customer interaction via technological support channels (internet and customer contact centres for instance).
Our Knowledge areas
The development of successful customer interaction begins with strategy and management and then stretches on to the realisation of the actual contact moments. This process is closely related to the philosophy of Customer Experience Management.
We distinguish between three phases in customer interaction: strategy and management, design and lastly realisation of knowledge domains. From who is our customer, determining and designing the most suitable experience via interactive channels to the actual set up and management of the customer interaction.
Approach and Methodologies
Our customer interaction projects are run by multi-disciplinary teams made up of consultants, interaction and graphic designers, usability testers, architects and interaction engineers. The team first determines the objectives and target groups. We use persona’s to personalise the target group and to segment the market, based on meaningful characteristics. The consultants then start developing the interaction that matches the customer as well as the organisation’s objectives. These interaction designs are then tested with advanced usability tests, in conjunction with specialised partners.
Why Ordina
Ordina has a unique professional vision on customer interaction. This vision is translated into appealing designs and problem-free, well-functioning, interactive channels. Channels that have been proven and are recognised as successful: it is not without reason that we have won numerous prizes (Home shopping and usability awards for Wehkamp and Bakker Hillegom) with e-commerce and self-service environments as well as our innovative concepts within the Public Sector. Our proven approach enables our clients to operate on the leading edge when interacting with their customers.