Home      Contact      Sitemap   • Customer Support Services •• Voice, Email & Chat Support •• Community Moderation   • Fraud Prevention •• Managed Fraud Solution •• Fraud Analysis and Investigation Support   • Research and Analytics •• Social Media Listening •• Data Gathering & Analysis   • Back Office Services •• Retirement Services •• Mortgage Services •• Insurance Services     Voice, Email and Chat Support Our voice, email and chat services consistently exceed our clients’ quality and productivity metrics. Because of our high performance, we work with a range of clients: Mid-sized organizations use us for their full range of customer support needs Large organizations include us in their vendor portfolio to breed healthy competition and increase overall vendor performance Our clients choose Motif because of our ability to attract and, more importantly, retain high quality talent. They also appreciate our flexibility – we design programs to address our clients’ specific needs. Voice Even though technology has opened up new possibilities for customer support, voice remains an important channel, especially for complicated needs, less tech savvy customers, or sales. Our voice services create 25-50% cost savings for our clients – and at the same time, our clients experience similar or even improved quality. Email Email is a critical customer support channel and we have significant experience in running highly effective email programs that drive customer satisfaction. Our people take pride in making continuous improvements to scripts used to respond to standard queries, and they are trained to create macros that speed the creation of replies. Chat Chat is an increasingly important channel for customer support. We work with our clients to develop powerful chat programs that combine the real-time benefits of voice with the efficiencies and cost benefits typically associated with email. Our people leverage, when appropriate, scripts that speed the conversation and increase the number of chats that can be handled by a single agent. Client Example #1 A leading online travel site was experiencing fluctuating quality levels and struggling to achieve its 3-hour response time standard for customer support. Motif developed detailed quality scoring and volume forecasting tools, and now provides all email and some outbound voice customer support. Motif consistently exceeds both the quality and the 3-hour turnaround time standards. We have worked with this client since 2000. Client Example #2 In providing general customer support services for an internet retailer, one of our agents received a refund request for an order that was lost in the mail. The agent looked up the customer’s history and found that this customer had reported lost packages 16 times before. Our agent escalated this to our client, who then blocked the customer from the site. This agent went “above and beyond,” as looking up customer history is not standard protocol. Due to our agent’s diligence and results-orientation, we helped our client prevent loss due to fraud.   ^ TOP       Contact Details For sales inquires, please email us at sales@motifinc.com or Contact Us Client Testimonials “We can certainly learn something from the processes you implemented to ensure excellent productivity and quality.” On-site Manager, Largest online auction company in the world   “Excellent work! We’re so used to seeing your great service levels that we don’t take the time to recognize it as often as we should. Thank you!” - Director, Customer Relations Management, Top five online travel company in the US Highlights • Providing services since 2000 • Never lost a client due to performance • Unique People-Driven Continuous Improvement Methodology • Email, chat, and voice support services • World class delivery center in Manila for voice • In-house software team develops custom tools that enhance performance Copyright © 2009 Motif, Inc.