Home > Service Offerings > Customer Care Every contact you have with a customer is an opportunity to build upon that relationship. At the center of a successful customer care strategy is the need to add value each time these communications occur. An effective customer care model can actually decrease your reliance on customer acquisition and grow your business in a more efficient fashion.   Optimizing each customer contact is the key; a well-handled complaint can actually become a positive experience in the eyes of the customer; an inquiry for information can be converted into a sale; an account question can be an opportunity to add valuable information to your database. JIVA focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts.  We have customer care experience spanning virtually all industries and applications.  A brief sample of this experience includes: Repeat purchases   Change of personal details Complaint and issue resolution Billing information Thank-you or other client initiated information calls Reservations Loyalty clubs Investor account inquiries Government information Dealer location calls Insurance claim processing Fraud detection/prevention calls Requests for maintenance support Customer care was once seen as a cost center—expensive but inevitable overhead. JIVA is changing this with customer care offerings that actually deliver tangible benefits in the form of stronger relationships, increased sales and extension of the lifetime value of your customers.  Technical Support For technology consumers, the quality of support they receive is just as important as the quality of the product itself.  Because of an increasing dependence on technology, swift guidance to address issues is critical in maintaining customer satisfaction and loyalty.  In today's competitive marketplace, the frustration produced by busy signals, long hold times, and incompetent staff can quickly result in lost customers. Targeted for industries with dynamic product life cycles, JIVA provides a broad range of technical support and help desk services focused on achieving measurable, total customer satisfaction for your business. We employ dedicated, technically trained teams on an integrated, multi-channel platform to provide comprehensive technical product support. We tailor the technical support process, including required activities, escalation procedures, and system level reporting to meet the specific needs of your business. Additionally, we provide insight into your future product development initiatives by analyzing product-related contact patterns gathered from technical support functions. A sample of our technical support experience includes: Troubleshooting Software problems Internet service problems Computer hardware problems Up-sell/cross-sell programs Corporate help desk support Warranty or post-warranty support We are familiar with building and integrating single as well as multi-tiered technical support solutions.  We offer a full range of support, from tier one handling of common issues to multiple-tier support applications, employing technical experts to address the most complex problems.  In either environment, the result is a satisfied customer, reduced service costs and an increase in the lifetime value of your customers. Retention Companies realize that retaining profitable customers offers greatly enhanced revenue opportunities.  But how do you create a program that ensures enhanced results while remaining cost-effective? JIVA can manage all your customer retention needs comprehensively and cost effectively. Our partnerships and expert retention experience coupled with our unique tracking and reporting capabilities give our clients a decisive edge in retaining targeted customers. JIVA provides comprehensive, integrated customer retention contact programs developed as an additive service for our clients. JIVA approaches every customer interaction as an opportunity to build our clients' brands and strengthen customer relationships. With customer centric approach, we are positioned and uniquely prepared to deliver added value by providing exceptional service to existing customers and building your business through the addition of new customers. Each of JIVA’s solutions showcases our ability to add value to your primary business objective by: Improving brand image through consistent and accurate handling of customer contacts Providing a flexible and scalable state-of-the-art operating environment that can accommodate dynamic shifts in volume, workload and associated staffing requirements Supporting multiple communication channels (telephone, web, e-mail, fax, traditional mail, etc.), providing customer interaction processes that are both proactive and reactive to customer demands Implementing self-service strategies and tools to further improve performance and reduce costs through increased efficiency Revenue-Generation No business can survive without a regular flow of new sales leads. However, the constriction of marketing budgets has made the cost of obtaining each lead a vital issue. Even more important is the value each sale brings to the company. A well-managed customer care center can be a powerful and efficient tool for customer acquisition. In coordination with your sales objectives, JIVA has the expertise to design, build, and manage customer acquisition and sales solutions that enable you to meet and exceed your revenue goals.  A sample of our program offerings includes: Inbound and outbound sales Order taking and fulfillment Lead generation Product information requests Subscription renewals Database cleaning and updating Up-sell and cross-sell programs Business-to-business sales solutions Our solutions capitalize on each contact, allowing us to analyze your customer database, assess operations and parameters, and provide more accurate targeting for future sales campaigns.  By tracking customer value over time against the cost of acquisition, we help you improve the quality of your sales processes while reducing the total cost of acquisition. Receivables Management (Collections) JIVA provides domestic and international receivables management/collections programs for large corporations.  Our dedicated team offers comprehensive experience in loss mitigation and provides a consultative approach, sharing industry-served best practices to create customized strategies emphasizing customer retention while reducing losses and delinquency rates. All JIVA receivables management programs comply with FDCPA and third-party regulations. We offer industry focus and expertise in the banking, finance, utility, automotive, telecommunications, security, commercial, government and healthcare verticals. Our services include: Pre- and post-charge-off collections Early fraud identification Credit card activation Property recovery Skip tracing Disaster prevention and recovery Pre-litigation Dormant judgment Pending bankruptcy Small balance Distressed portfolio Early-out collections Our programs center on the efficient collection of financial commitments in a manner that ensures retention of your most valuable asset - your customers. Back Office Services JIVA provides world-class customer contact management services. We are known primarily by the millions of customer contacts we service everyday across the world. But did you also know that we process paperwork, provide data entry, retain records, provide fulfillment services, manage distribution supply chains and handle all forms of customer correspondence? JIVA provides back-office services for major global companies and many single country clients across several industry sectors.  Our tailored back office services in three key areas of customer and client support are: 1. Transaction Processing 2. Account Administration 3. Domain Knowledge Our proven back office solutions include: Application processing Information capture Data entry and correction accounts payable Correspondence Order and contract management Account validation Claims processing and adjudication Collections and aging Document conversion Service changes Engineering design Payment processing Exceptions management Compliance oversight E-mail management Case/supply chain process management Scanning and imaging Laser printing Post and dispatch Catalog support Continuity support As a turnkey provider, JIVA’s transaction management products drive advantages unique to the outsourcing model: Ease of management Reduced risk Global presence Increase operational efficiency Improved integration between front office and back office Reduce errors Improved employee retention via career path Drive continuous process improvement Improved return on customer investment Integrating back office activities with your customer care center solutions allows JIVA to provide a end-to-end customer experience that is seamless for your customer and increasingly cost- effective for your business.  Professional Services In today’s high pressure world, running a contact center is not easy.  Often you are faced with the challenging task of trying to meet conflicting demands; on one hand there is the need to hit tough performance targets; on the other there is the necessity to continuously improve customer service. JIVA's professional services can help you to achieve those demands both faster and more effectively.  We understand the issues and challenges faced within contact centers; we have successfully provided professional services solutions for clients across the globe. Our professional services solutions are designed to improve the efficiency and effectiveness of your contact center to meet operational targets while never forgetting the vital contribution made by your people.  JIVA provides independent, practical advice in areas which includes performance improvement, operational audits, workforce planning, process re-engineering, bespoke training programs, e-Learning, blended training, coaching and mentoring.

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