Entripy Partners with Genesys to Deliver Superior Customer Experience
January 25, 2017
This week, Entripy made another step in the company’s commitment to delivering a superior customer experience. Entripy has now partnered with Genesys, a global leader in customer service software and an industry-leading solution for empowering employee and customer interactions.
In the past 18 months, Entripy’s client experience team has grown by 300%. “Our new team required a more sophisticated tool to enable them to deliver a seamless customer experience,” says David Tsang, Director of Client Experience.
Entripy’s client experience centre is at the heart of the relationship between the company and its customers. To enable their client experience team to deliver on their promise of a superior customer experience and ensure clients are provided with custom apparel options that meet their unique needs, the interactions between the company’s client experience team and its customers needs to be smooth and flawless across all communication platforms.
Genesys’ omnichannel solution enables Entripy to capture customer journeys across multiple channels including live chat, phone calls and email inquiries, creating a personalized and efficient customer experience. Entripy’s client experience team can now spend less time on identifying clients when they call or chat and instead can anticipate what customers are looking for by scanning their history and provide the right custom apparel solutions quickly.
Intelligent client management systems mean customers are matched with the right agent who has the experience level required to address their concerns. This will reduce the frequency of clients being bounced between reps.
Robust reporting capabilities also enable client experience team members to better understand their performance, providing clear insight into areas for improvement, enabling trainers to deliver the right programs and workshops to the right individuals.
The partnership with Genesys helps Entripy to deliver on the company’s commitment to provide an exceptional customer experience and furthers the company’s commitment to growth and development, cementing Entripy’s position as a leader in the custom apparel industry.