In an industry known for being fickle, Harte Hanks has been along for the ride with this client for more than fifteen years. When we first engaged, customer care was a nascent enterprise for the brand comprised of not much more than a traditional call center operation. The engine running behind call center reps was a repurposed marketing database, which relied on a limited and outdated Epiphany platform. This model was proving detrimental to being able to efficiently serve the customer. The resolution process was cumbersome, with agents having to place customers on hold while they frantically opened and searched numerous unconnected applications for answers to the most basic questions.
Very few customer interactions were able to be resolved autonomously, triggering the need to have to speak with an operator. This dramatically raised the cost of customer service. To complicate matters further, the advent of new digital channels, social media, SMS, chat and functional apps were quickly leaving their customer care effort in the dust.