Hansa Direct – a part of Hansa Customer Equity , is a one-of-a-kind Customer Experience Centre backed by specialists across data, analytics, MarTech and digital. The core focus of services here is helping a customer build a lifelong relationship with a brand and not just for addressing one-off issues or complaints. At Hansa Direct, a customer interaction does not end with the completion of a call or closing of a chat. This is, instead, the start of a personalised omni-channel engagement journey that ensures a seamless customer experience. Highly trained ‘Customer Experience Agents’ at Hansa Direct covers a majority of customer touchpoints to promise superior CX thereby assuring a better ROI and analysis of effectiveness related to customer-centricity initiatives. Hansa Direct’s endeavour is to build a long-lasting connect between a brand and it’s customers at every touch point and with every interaction, create an experience for them. Customer Engagement Services at Hansa Direct are supported by data & analytics derived from the customer’s behaviour while interacting with any given brand – Right from inquiry, purchase, and digital conversations to delivering customer service post-sales. Unlike traditional contact centres, Hansa Direct is also outfitted to deliver 24×7, multi-lingual support, and end-to-end customer experience management. We are constantly evolving with the needs, and the expectations of the customer by providing resolutions within the defined TAT. Further, through our Interaction Analytics or Call Centre Analytics, we help identify best practices, measure performances, identify existing gaps in coaching, and guide agents in near real-time to provide the best possible customer experience. By applying analytics to the rich resource of structured and unstructured data, we create processes that help agents to be more effective, efficient and engaging.
