Modem Media Expands Strategic Consulting Services
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E-business agency Modem Media . Poppe Tyson launched a new offering called Internet Customer Service Solutions (ICSS), designed to help clients improve customer relationships.
The practice involves refining a client's customer service programs with more effective and efficient means of responding to customers and their inquiries.
Through a hands-on assessment, Modem Media said it can analyze a client's response methods (i.e., e-mail, call centers, dynamic messaging, chat) and develop sustainable solutions that are incorporated throughout a client's support organization.
Modem Media said it is currently conducting ICSS projects with a number of clients. Results to date include reduced operational costs; increased response times; captured sales that would have otherwise been lost; improved communications with consistent and accurate messaging; increased quality control; and the successful integration of IP-based customer service technologies with existing call center technologies.
"We believe the customer should expect companies to deliver on every level of e-business, and that includes providing fast and accurate answers to customers' questions and concerns."
Modem Media has created customer-focused Internet solutions for clients such as 3M, Citibank, Intel, Delta Air Lines, E*Trade, General Electric, IBM, Sony Computer Entertainment of America, Unilever and Vodafone.