EMS Inbound Customer Service

We will design a custom solution to meet all the needs of your program and provide superior service.

Working directly with our clients, we create a distinctive customer care solution which optimizes end user satisfaction. Whatever your needs are, we will design a customized program to achieve your customer and company goals.

Loyal customers are an essential piece of any company's success. Since EMS focuses on giving our employees an exceptional place to work, we retain exceptional employees. The Representatives, in turn, provide superior service to your clients.

We provide a truly customized solution built to meet our clients' needs. With this as our model, we are able to offer a wide variety of programs utilizing a wide variety of services.

A sampling of the customer care offerings we provide are:

Customer Service
Need someone to assist your customers with inquiries, enroll in a program, or place an order? The customer service team at EMS is trained in the finer mechanics of service and are ready and willing to give your customers the service they are looking for. EMS currently handles all levels of service from general questions to sales to lead qualification and fulfillment. Allow us to use our expertise to set up the program perfectly built for your needs.

General Information / Frequently Asked Questions
Allow EMS to assist your customers with general company or product questions and answers. Where can I purchase your product? What are your hours of operation? How do I go about getting replacement parts? Are there special techniques to get the most out of your product? These questions and more are answered to give your customers everything they need to avoid frustrations and continue to be satisfied customers. Combining frequently asked questions service with a custom EMS CRM, you can see the questions your customers routinely have. Use this information to update your Web site or messaging and proactively offer the requested information before the questions are asked.

Order Processing / Direct Response
Are you looking for a Direct Response solution? If your customers want to buy from you but are unsure of ordering online, EMS offers you a cost effective solution. We support Direct Response programs triggered via TV commercials, radio spots, catalog, and direct mailings. EMS has a large pool of agents available 24x7 to handle large influxes of volume. You can be assured you won't lose money on dropped calls. Successfully running the most basic to the most complicated of programs, EMS will assist you with providing a cost effective and satisfying way for your customers to make their purchases.

Sales
EMS offers sales at a variety of levels. We sell products and services with a wide range of price points. From cross-selling to up-selling to inbound or outbound sales, EMS clients exceed their anticipated ROI when utilizing our sales experience. We also have the knowledge and expertise to successfully sell in both B2C and B2B markets.

Surveys
Looking to gather information on a particular topic? EMS can help. We develop dynamic and responsive survey systems to quickly and efficiently gather all the information needed. EMS conducts a wide variety of surveys: Post Call Automated, Post Call Transfer, Post Call IVR, Post Call Agent, Outbound, and Emailed/Mailed/Faxed surveys.Every survey is designed with a different goal and we work with you to set up the perfect solution to achieve yours.

Appointment Setting / Reservations
Inbound appointment setting is a critical aspect of business. When you have people wanting to do business with you, it is vital it is an easy and positive experience for them. EMS agents offer a friendly and quick way for your clients to make their appointments. Appointments and Reservations taken by EMS Customer Care Specialists are passed to you in real time. You know immediately what your schedule is looking like. EMS is also willing to utilize a third party software so you don't have to alter how you do business.

Lead Qualification
Each of the numerous lead qualification programs EMS supports is set up to achieve the specific goals of the program. One option to support lead qualification programs is to take inbound calls and ask a series of questions to break down a person's level of interest. Another way we support lead qualification programs is to determine the appropriate party the caller should speak with based on any number of factors including; product, level of interest, or location of caller. A third option is to triage leads based on urgency to purchase. We will deliver all the gathered information to you in any fashion or timeframe you would like. Do you want Excel reports or a FTP upload daily or weekly? We can even have notifications sent you immediately. We utilize our proprietary CRM or use a third party program to make sure you get all the information you are looking for in the quickest and easiest way possible.

Promotions
When running a promotion, you are looking to achieve specific goals and most likely, generate leads or increase sales. Whatever your goal is, you can expect an increase in customer response volume when you run a promotion. EMS makes it easy for you to flawlessly run your promotion. Limited Time or ongoing... we have the experience to set up and run your program.

Fulfillment
Some support programs require a customer interaction to trigger a fulfillment follow up action. This can vary depending on program. Some examples of fulfillment programs EMS handles are: letters, brochures, postcards, refunds, product information, surveys, thank you notes, coupons or instructions sent to the customer. We also handle replacement product or parts and product returns. The pieces needed are stored onsite and send out as required. If you have a fulfillment program you are needing support for, let EMS use our experience for your program.


Looking to increase customer loyalty? Increase customer satisfaction scores? Or increase sales?

EMS provides the premier customer support for your program!