Where are you in your Customer Experience (CX) journey?
Customer support issues are universal, but a business’s challenges are unique.
Finding it tough to manage multiple communication channels? We work with you to implement tools and automation-supported workflows – centralising customer support queries and ultimately streamlining the demands on your support staff.
How we help to improve customer experiences
of customers want immediate service and to be helped upon first contact.
Read more on our Insights page.
Reduce the strain on your customer service staff to improve focus and quality of service.
Streamline you customer experience-related operations with expertly implemented customer relationship management softwares, AI technology, and tried and tested processes. Intelligent tools and AI can alleviate the capacity demands of those tasks that are necessary to keep your organisation running, but don’t deliver significant value.
Minimise risk and disruptions with expert support for technical implementations.
Revising your operational processes is a daunting task, and the right tools and getting the most out of them can take years of trial and error. With years of experience in customer relationship management systems and a host of experts at our disposal, we work alongside you and your teams to minimise disruptions during your transition.
Let's gauge your AI readiness
tier 1
Centralisation of customer handling and data management.
- Your customers can contact you via several channels without a central place for staff to handle the incoming traffic. Responding to customers timeously therefore requires oversight across channels individually.
- Your organisation does not have an integrated platform to collect and store customer data, or
- You lack a central source of truth for your customer-base and thus may struggle to gain insight into things like your sales funnel and customer-lifetime value.
- Customer data must be manually retrieved in order to respond to each query in a personalised manner.
- You struggle with support staff turnover or team fatigue due to getting overwhelmed by tickets from multiple sources.
tier 2
Optimisation to reduce staff-demand during peak times.
- Your team often finds themselves dealing with customers that are frustrated by quality of service or wait-times.
- Your organisation experiences inconsistent peak-time demands, such as seasonal spikes, that can overwhelm your team but do not warrant the cost of more year-round FTEs.
- Your organisation battles with data quantity, quality or accuracy due to slow or retrospective capture and/or legacy systems, making it difficult to gain valuable insight.
- Your organisation has specific requirements that, either due to the nature of your operation or your industry, make onboarding new systems complex.
tier 3
Implementation of artificial intelligence to offload support staff.
- Your organisation has some automations in place to manage customer expectations on wait-times, yet the time-to-resolution can still take days.
- Legacy systems have proved to challenging to integrate with modern technologies due to compatibility issues, and managing a full transition is not something internal resources can handle alongside their existing responsibilities.
- Interdepartmental data silos make integrating AI and other smart automations faulty (or risky) as they cannot access the necessary information to handle customer cases without errors.
- Your teams have shown resistance or resentment to implementing automations and AI due to fear of being replaced, not realising that these tools can improve their experience at work by opening up their time to focus on the more stimulating tasks.
We’ve helped clients improve their customer relationships across multiple industries.
Consum achieves customer service excellence and sees a 40% improvement in customer query resolution with Zendesk and RedK.
- 40% improvement in customer query resolution
- 41% increase in response speed
- 90% of calls answered in the first attempt
- An 8.4/10 CSAT score
Consum is one of the leading cooperatives within the retail sector that operates across the Spanish Mediterranean. Founded in 1975, it has grown to have more than 800 supermarkets, hiring more than 18,000 employees and serving more than 4 million customers in six regions of Spain.
Read the full success story
Transforming CX in a highly complex business. Baleària emerges as a leader in transportation thanks to an omni-channel CX strategy.
- Creating added customer value and driving brand image
- Eliminated routine tasks to increase motivation and optimise teamwork
- Business data and knowledge to guide executive strategy and investments
Baleária is one of the giants of the Spanish transport industry with 1,800 employees, 30 ships, and €452 million in revenue. Four areas of improvement were identified: booking experience, incident management, applying the B2C experience to B2B processes, and the consumerisation of internal B2B processes.
Read the full success story
activepayroll sought to find a solution that could elevate their global customer query management, bringing greater visibility both to their customers and their teams.
- A new global case and contact management system (Zendesk)
- A rollout strategy covering technical, process and change management
- Sharpened insights into service delivery processes
Baleária is one of the giants of the Spanish transport industry with 1,800 employees, 30 ships, and €452 million in revenue. Four areas of improvement were identified: booking experience, incident management, applying the B2C experience to B2B processes, and the consumerisation of internal B2B processes.
Read the full success story
As part of their digital transformation, PromoFarma set out to optimise their operations team’s performance while perfecting their online shopping experience.
- The volume of contacts per chat has increased by 20%
- Consequently, their chatbots handle 30% of the inquiries they receive
- Customer satisfaction has increased by 93%
PromoFarma, which belongs to DocMorris AG, is one of the main pharmaceutical e-commerce companies in Spain. Its platform sells more than 150,000 products from 7,000 brands, and its international reach continues to grow. Currently, it works with more than a thousand Spanish, French, and Italian pharmacies.
Read the full success storyThe offering in a nutshell
Tech-stack performance
A robust system from the ground up.
Improve team and customer satisfaction with a framework that prioritises data security. A well designed system reduces tech stack bloat and complexity.
Queue time reduction
Resolutions without long queue-times.
Reduce team workloads by automating responses and resolutions to simpler tickets, allowing people to focus on more complex and demanding queries.
Operational efficiency
Optimise Customer Service Operations.
Service more customers in less time with a hybrid AI operational model. Enhanced optimisation leads to increased revenues and reduced staff turnover.
Customer satisfaction
Deliver better customer experiences.
Be a brand that customers enjoy dealing with. Improve customer loyalty and encourage repeat business by making what’s typically unpleasant simple and efficient.
What our clients say
‘They (RedK) immediately helped us define the use cases, what automations could be implemented, and how certain processes could be redesigned to be more efficient and effective. From the beginning, we recognised their expertise of the tool, something that other companies did not have. When I think about it, I don’t understand how we could integrate Zendesk well without RedK.’
Inma costa
Jefa de Área Escucha Activa SAC at Consum
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