Why start your
Customer Service transformation?
Every organisation is created to provide goods and services to customers. Your approach towards customer service greatly explains the performance of your organisation. When customers are satisfied with your services, they remain loyal and speak positively about your organisation.
We provide you with the technology and human capacity development needed to transform your customer service delivery. We provide customer service tools and resources for a successful customer service transformation.
What we Do
Customer Service Training for Organisations.
We perform online and face-to-face customer service training and coaching. Adapted for small and big teams, and designed to provide the essential customer service skills needed by employees.
Deployment of Customer Service Tools & Software.
We recommend and deploy technologies that can be used for Customer Relationship Management (CRM), Feedback Management, Complaints Management, social media management and automation of marketing and sales processes.
Customer Service Research & Insights
We perform market research and publish customer service insights. Identify industry best practices, test customer experience models and theories and provide insights on customer service in Africa.
Customer Touchpoints Analysis & Journey mapping
The first step in transforming your customer service is to know how customers come in contact with your brand. Measure the quality of service offered at each contact point. We perform your touchpoints analysis and design your customer journey maps.
Customer Service Events
From Customer experience summits and conferences to customer service awards, customer service networking and meetup events. We organize divers events that bring together and empower customer service professionals in Africa.
Customer Service Individual Training & Certification
We provide divers customer service training and certification programs for individuals who wish to demonstrate their mastery of customer service. These certification programs can be taken online or face-to-face.
CX TouchPoints Group
The Africa Customer Experience Experts
Employee Customer Service Training
We equip your team with the skills they need to understand your customers and deliver great customer service.
Customer Relationship Management Tools
Jump-start your business CRM deployment today with minimal deployment time. Book a free consultation to discuss your needs.
Customer Service Certification Programs
Gain new customer service skills, become a certified customer service professional and take your career to the next level.
CS Career Development Program
Learn the skills and gain the tools needed to become a customer service professional. Let us coach you.
CX TouchPoints Group
Africa Customer Experience Events
Every year, we organise a series of customer experience events all over Africa. From local customer service meetups, to country specific customer experience summits, the Africa Customer service awards as well as activities marking the celebration of the customer service week in Africa.
Our goal is to keep building the biggest network of customer experience professionals in Africa, inspire positive action in the industry and celebrate best practices.
Customer Relationship Management.
Build strong and sustainable relationships with your customers and create more value for them.
Omnichannel Customer experiences
Move from old and disconnected multichannel experiences to a unified omnichannel experience.
Master your customer Touchpoints
Understand the different ways in which customers come in contact with your brand and how they feel at each contact point.
Help Desk & Support
Empower customers to find answers to questions, effective ticket management and support on all platforms
Customer loyalty Strategies
Develop a unique loyalty strategy for your brand and make it easy for customers to perform repeat purchase and recommend you to others.
Build Customer centric teams
Give your frontline staff the training they need to interact well with customers, be there for the customer and create winning experiences.
Customer Feedback management
Enable your customers provide instant feedback wherever they are, so your teams can make informed decisions.
Customer Experience Metrics & KPIs
Visually analyze customer data and create insightful reports & dashboards to track your key customer experience indicators.
Your CX Transformation
Step 1
Book a Consultation
Fill out a simple form providing us with your contact details. Our team will reach out to you to discuss your project.
Step 2
Situational Analysis
Our team will perform an analysis of your current efforts, identify your customer touchpoints and develop a strategic plan.
Step 3
CX Transformation
We put in place the tools, software and systems needed, train your team and identify how to measure the success.
