Customer Care &
Sales Support Solutions


 
Phone Email Chat 24/7 Customer Care
 

Sales Support

Qualifying leads.  We capture and provide to your sales channels essential data on customer and prospect leads that come to us via the phone, internet, email, reader service cards, warranty cards, or BRCs.  We do this quickly so that your company is making contact while interest is hottest.  We deliver the lead to the right sales channel, whether that’s a retailer, dealer, distributor, or your internal sales force.

Feeding your sales channels with the data and materials they need to close sales. Our marketing materials program, for instance, enables your sales channel to quickly and easily order literature, promotional items and point-of-purchase materials. We pick, pack, and ship marketing material orders within 24 to 48 hours — ensuring that your sales channel always has selling materials on hand.  

Comprehensive reports on sales lead activity and marketing material requests are provided to you regularly, enabling you to closely monitor each program.

We also offer:

  • Dealer locator services (hosted or web service)
  • Lead capture services
  • Web and other types of surveys
 

Customer Care

Customers – once you’ve got them, you need to keep them happy and loyal to your brand.

SP Express provides an entire suite of high touch customer care services to ensure that this happens.

Because every company and the needs of its customers are different, every program we develop is customized to meet their unique needs.

  • We recruit caring people who believe customer service is their career path
  • We utilize dedicated and shared staff models to find the highest efficiency levels
  • We empower our customer care counselors through customized applications, knowledge base, training, and business rules.
  • We offer tiered case management and product specialist level support to minimize escalations back to you.
  • We immerse our team into your company’s’ products, policies and culture
  • We are an extension of your company, your brand, and your customers.

Allowing customers to talk to you via their preferred communication channel is a best practice in our industry.

To that end, we have engrained email, chat, and mobile channels into our services. Our i3 Interactive Intelligence unified messaging system allows emails and chats to queue and route to agents using work group and skill assignments, similar to phone calls.

All interactions are recorded and used as part of our quality assurance program.

Email

SP Express responds to 95% of emails within 24 hours with a personalized, resolving response – not an automated thank you.

Chat

Many of our clients offer chat to website visitors to answer questions during a purchase consideration or to supplement FAQs. Some consider our chat a critical part of the sales lead qualification process. Our agents are trained to utilize standard responses, direct chatters to useful links or answer questions using a fully developed knowledge base of product information.

Mobile SMS

An increasingly popular support channel, SMS feeds are monitored like Email and Chat, or used as broadcast messaging platforms. SP Express is working closely with our clients and partners to integrate the best technologies and practices to help our clients satisfy their customers’ expectations and protect their brands.