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Integrated Customer Service

ICF’s integrated customer service centers deliver an improved customer service experience that empowers our clients to meet their toughest customer satisfaction goals.

ICF designs customer service solutions to precisely meet needs, continually evaluate and improve processes, and achieve measurable results for our clients. We support programs in areas ranging from public health to energy efficiency. Our solutions advance many governmental and business goals of responsiveness and transparency.

When we design a customer service solution, we leverage reliable existing infrastructure—or implement a dynamic new solution. Our operational strategy includes benchmarking, reviews, customer experience measurement, and performance assessment.

ICF's integrated customer service solution provides clients with measurable improvements in operating costs, first-contact resolution, and customer satisfaction. We are adept at managing complex and difficult customer interactions, using a tiered-resolution approach and engaging case managers and resolution specialists. We provide continual quality assessment and generate reports that deliver comprehensive insight.

Capabilities

  • Web chat (Live Chat)
  • SMSS Communication
  • Social Media
  • Interactive web-based self-service (Shopping Cart)
  • Contact centers
  • Resolution Specialists
  • Customer satisfaction surveys
  • Inventory management and control
  • Website management
  • Listserv management
  • Communities of practice
  • Facebook applications
  • RSS feeds
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Projects & Perspectives