MERCATUS
CX advice &
Cultivate Unforgettable Customer Experiences with Mercatus CX. Fuel brand loyalty and propel your business forward with Mercatus CX, your trusted partner in crafting exceptional customer experiences.
At Mercatus CX, we prioritize a clearly defined CX vision as the foundation for success. We collaborate with businesses to develop a robust CX strategy, ensuring every interaction reflects your unwavering commitment to exceptional customer service.
Our comprehensive suite of services empowers you to:
Craft a compelling vision
We work closely with you to define a clear CX vision that aligns seamlessly with your overall business objectives.
Gain actionable insights
Our Customer Experience Maturity Score (CXMS) assesses your current CX standing across several key areas, pinpointing areas ripe for improvement. These assessed areas include:
- Customer Focus: We evaluate the importance placed on customer satisfaction within your organization’s strategy and culture.
- Processes and Systems: We analyze the efficiency and effectiveness of your customer touchpoints and internal processes.
- Data and Insights: We assess your ability to collect, analyze, and leverage customer data to personalize experiences and drive informed decisions.
- Employee Engagement: We evaluate how well your employees are equipped and empowered to deliver exceptional customer service.
- AI Maturity (Optional): We assess your utilization of Artificial Intelligence (AI) in your CX strategy, focusing on factors like integration, customer satisfaction, and ethical considerations.
Leverage industry expertise
Navigate the ever-evolving CX technology landscape with confidence. We boast a network of trusted partners across key industries, ensuring you select the perfect solutions to meet your unique needs.
industry
is the service for
Mercatus expertise transforms services into successful partnerships.
Thus we offer our clients unique and tailored “End-to-end” solutions and establish an open and trustworthy relationship with them. We aim to achieve synergy between Mercatus’s values and culture and our partners.
E-commerce
Consumer goods
Service providers
Cyber security
Fintex
Retail
Fashion
Gaming
Telco & Utilities
Healtcare
what we offer
CX maturity framework
Our free Customer Experience Maturity Score assessment provides a comprehensive report, identifying opportunities for growth in your customer experience. Tailored to your unique needs, this current state assessment serves as the foundation for your customized experience journey. We also offer continuous improvement tracking, ensuring sustained success.
Customer focus
Thriving customers drive loyalty (high NPS!), reducing churn and boosting profitability!
Employee engagement
Engaged employees understand the importance of CX and feel empowered.
Data & insights
Multichannel feedback fuels data analysis, personalizing experiences and maximizing customer lifetime value.
Process & systems
Integrated touchpoints & data insights streamline workflows, reducing customer effort and boosting loyalty.
What You Get
CX maturity
Continuous improvement
Reviewing issues and incidents to identify areas of improvement and continually move the needle for our clients.
Voice of CX
Representing the voice of CX Internally.
CX Tools
Ensuring that the tools we put in place are set up for success and will enable you to scale upon.
Customer feedback
Using data points gained from initial investigation phase focus on improving processes, e.g ticket prioritisation, ticket segmentation, ticket assignment, KCS.
Customer journey mapping
Customer journey mapping is the strategic visualization of a customer’s interactions with a brand, providing insights to enhance and streamline the overall experience.
Key metric identification
Need to ensure that Knowledge is continually evolving and this is being pushed downstream to the customer to enable effective deflection strategies.
SWOT analysis
Need to ensure that Knowledge is continually evolving and this is being pushed downstream to the customer to enable effective deflection strategies.
How it Works
Why
By partnering with Mercatus CX, you gain access to a team of passionate CX specialists dedicated to helping you:
- Cultivate unwavering customer satisfaction and loyalty
- Optimize operations and streamline efficiency
- Secure a significant competitive edge through a customer-centric approach
Ready to embark on a journey of crafting unforgettable customer experiences?
Ultimate Security Guarantee
We value your
PCI DSS level 1 certification
The highest level of security that ensures 100% data safety and allows gathering and processing financial and credit card information.
Digital millennium copyright act
A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.
GDPR
Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.
ISO 27001:2013 Certified
Process certification that ensures clients’ data protection and management in accordance with global standards.
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With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles.
Our services
You may also be
Technical support
Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully.
Multichannel customer solutions
Thus at MERCATUS we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention.
Back office support & service
We provide customized back-office services for a variety of functions
E-commerce customer services
We will help you establish an ecommerce platform or help you outsource ecommerce customer service.