Customer Experience
Services
At Impact Mktg Solutions, we don’t just resolve issues—we prevent them and turn every customer interaction into an opportunity to strengthen relationships. Our CX experts design proactive, personalized experiences that reduce churn, increase lifetime value, and turn customers into advocates.
Our Customer Retention Solutions
Multichannel Support (Phone, Email, Chat, Social)
How We Deliver Seamless Experiences:
24/7 or time-zone-aligned coverage so customers get help when they need it
Brand-trained agents who embody your voice and values
Omnichannel integration (Zendesk, Freshdesk, Intercom, etc.) for consistent conversations
AI-powered triage to route inquiries to the right team instantly
Proactive status updates to reduce repeat contacts
The Result:
↓ 50%+ repeat contacts | ↑ 35% CSAT scores
Customer Satisfaction Campaigns
How We Measure & Improve Happiness:
Post-interaction surveys (NPS, CSAT, CES) with real-time alerts
Win-back sequences for at-risk customers (personalized emails + calls)
“Thank you” touchpoints that surprise and delight
Quarterly CX health reports with actionable insights
Employee training based on customer feedback trends
The Impact:
✓ 4.8+ avg. rating maintained | ✓ 92% survey response rates
Loyalty Program Support
How We Drive Repeat Engagement:
Tiered reward design (points, VIP perks, exclusive access)
Personalized milestone celebrations (e.g., “You’ve been a member for 1 year!”)
Gamified challenges (“Refer 3 friends, get $50”)
Redemption rate optimization through targeted comms
Fraud prevention for point systems
The ROI:
↑ 300% more repeat purchases | ↑ 5X referral traffic
Service Recovery Strategies
How We Turn Complaints Into Commitment:
Empathy-first scripting for frustrated customers
“Make it right” playbook (discounts, upgrades, or goodwill gestures)
Root cause analysis to prevent future issues
Manager escalation protocols for high-value accounts
Follow-up checks to ensure satisfaction
The Proof:
🔁 80% of recovered customers become more loyal than before
Why Choose
Predictive Care
Brand-Aligned
Revenue-Focused
Flexible Scaling
Ready to Reduce Churn & Grow Loyalty?
Let’s collaborate to build a marketing plan that delivers real results. Contact us today for a consultation!