Contact Strategy

Audit

Our Contact Strategy Audit sets the foundation for digital transformation and provides a shared baseline for the entire organisation.

Contact Strategy Audit

An analysis of the current use of online and offline channels

A foundation for areas of potential optimisation

Summary of department goals and how they impact each other through the use of channels

Audit Picture Example

Our Contact Strategy Audit is an overview of the current situation of how contact options and the website intersects.

What is the ambition for the digital platforms? For your service level and sales goals? Which departments are in play? How are their goals impacted by contact options? And what does that mean for the visitors and customers of the website?

We recommend starting with our Contact Strategy Audit, and follow up with Roadmap our Roadmap for the future.

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What is required:

bmetric will help map out relevant stakeholders and together we’ll set up the interviews with relevant stakeholders. During the interviews, if material is used for reference, it will be requested. The process usually takes 1-2 months depending on the exact scope.

  • Time for interviews with relevant stakeholders.
  • Ad-hoc (existing) material to highlight current situation.

At bmetric, we specialise in helping businesses navigate the digital transformation process

Our team of experts will work with you to define a clear process for optimization and improvement, so you can stay ahead of the curve and continue to grow your business.

TESTIMONIALS

discovery+ customer review

Andrea Crippa

Senior Retention Manager at Warner Bros Discovery (EMEA)

bmetric has always helped us deliver the best customer experience and content recommendations to our subscribers. It is not only easy to use but also manages to interact with our CRM systems efficiently, generating insights that help us understand how to improve our D2C strategy.

yousee customer review

Zakarias Balling Eddaif

When working as Operations Manager, Web Assisted Sales & Outbound at YouSee.

Our goal at YouSee is to provide customers with the best user experience. With bmetric, we're able to maintain the best possible response time to our potential customers and qualify our sales conversations, thereby creating a synergy between the online and offline efforts and the experience of buying our products ultimately resulting in the best availability for our customers.

tryg customer review

Jens Petersen

When working as Head of Online at Tryg Forsikring

At Tryg we have used bmetric for several years. In part to gain insight as to why customers are calling, so we can offer better help, faster; and in part to make sure that our user experience is the best possible across channels, whether you want to buy online or talk to our sales department. bmetric has always delivered swift and high-quality service.

Telia customer review

Rune Grønvaldt Hansen

Director of Online Sales at Telia

Telia wants the best for our customers, and that means striking a perfect balance in the user journey so that visitors are effortlessly able to buy online but also get the help they need in the call-centre - all depending on their personal preference. bmetric has helped us strike that balance. We have always experienced the highest urgency and care for our setup after working with bmetric for many years.

Greenchoice customer review

Paula Borsboom

Customer Journey Owner at Greenchoice

In the collaboration with bmetric, we gained a stronger insight into the customer journey of our website visitors, which allows us to shape our website to their needs and make sure they have the best experience with our services. With bmetric we are able to optimize our contact channel in such a way, that what we can create better digital experiences for our customers, and we can also increase our website performance from a sales perspective.

Delta Energie customer review

Jeffrey van Peer

Online Marketeer at Delta Energie

At Delta Energie we are constantly looking for potential improvements in order to serve our audience in the right way, via the desired contact channel. Since 2020, bmetric has helped us with this, through the successful use of a customer contact strategy and finding the balance between online and offline sales. The pleasant cooperation and the high-quality reporting will undoubtedly result in better digital information, increased self-service actions and new sales also this year.

Let's talk

Scandinavia

+45 7879 2222

United Kingdom

+44 (0)20 3514 3360
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