Customer Experience
At Mercatus Outsourcing, we create tailored CX strategy that promotes brand loyalty and ensures that every customer interaction reflects your brand.
MERCATUS
Customer Journey
%
Improvement in customer satisfaction
%
Increase in customer retention
MERCATUS
Customer Journey Mapping
%
Improvement in customer satisfaction
%
Increase in customer retention
Awareness
Customer Feeling: Confused or anxious. “Where do I even start?”
Our Solution: Proactive Resources. Instant self-service, plus anticipating customer concerns before they arise.
Contact
Customer Feeling: Impatient. “I don’t want to repeat my story five times.”
Our Solution: Intelligent Routing. Multichannel access combined with data-driven routing ensures customers get connected to the right expert immediately.
Resolution
Customer Feeling: Skeptical. “Will they actually fix it this time?”
Our Solution: KCS Framework. Our Knowledge-Centered Support ensures that solutions are accurate, consistent, and constantly evolving.
Follow-Up
Customer Feeling: Vulnerable. “Did they forget about me now that the ticket is closed?”
Our Solution: Closed-Loop Feedback. Personalized verification and metric tracking ensures that every issue is still resolved.
Loyalty
Customer Feeling: Valued. “They are invested in my long-term success.”
Our Solution: Continuous Optimization. Ongoing CX improvements and engagement with our community turn customers into loyal supporters.
Services
Our Customer Experience
Customer Experience Maturity Score
We work closely with you to define a clear CX vision that fits well with your business goals. Our Customer Experience Maturity Score (CXMS) evaluates your current CX strategy. It identifies areas that need improvement and serves as the basis for your tailored experience journey
What we
Customer Focus
Is customer satisfaction driving your strategy?
Processes & Systems
Are your customer service workflows efficient?
Data & Insights
Can you accurately track customer sentiment and trends?
Team Capacity
Do you have enough trained staff during peak times?
Technology & AI
Are you using modern CX tools and automation?
What you receive
✓ Current state assessment
✓ Gap analysis and priorities
✓ Custom recommendations
Our process
Step by Step
Now
Assess
We use our own CX Maturity Score (CXMS) to measure your business on important factors and identify the areas that need improvement.
In 2 weeks
Map
We use Customer Journey Mapping to follow the entire customer journey and identify any areas you may not know about.
In 1 month
Strategize
We work together to develop a unique CX Strategy that fits your business.
In 2 months
Implement
We connect you with the best technology partners for artificial intelligence, automation, and customer relationship management.
Ongoing
Optimize
We help you keep your strategy fresh and on the cutting edge of customer expectations.
Why Choose
Why partner with Mercatus for
We offer 24/7 customer support
through dedicated customer experience specialists.
We create a clear CX strategy
that matches your business goals and guides every customer interaction.
We use multichannel feedback systems
across all touchpoints, including surveys, social listening, chat, email, and voice-of-customer programs to gather valuable insights.
We connect digital, voice, and in-person interactions
through integrated touchpoints and unified data insights.
We provide real-time analytics and performance dashboards
that offer actionable insights into customer feelings, operational metrics, and ROI for data-driven decisions.
We offer scalable and flexible partnership
models that grow with your business.
Ultimate Security Guarantee
We value your
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/IEC 27001:2022 Certified
Process certification that ensures clients’ data protection and management in accordance with global standards.
FAQ
Common
What is the Customer Experience Maturity Score (CXMS), and how does it help my business?
The CXMS is our proprietary assessment framework that measures your business across five key pillars: Customer Focus, Processes, Data Insights, Team Capacity, and Technology. By taking the assessment, you receive a clear gap analysis that identifies exactly where your strategy is leaking revenue and which areas require immediate priority to improve customer satisfaction.
We already have a support team. Why do we need a CX Strategy?
Support is reactive, but CX Strategy is proactive. Our strategy phase helps you map the entire customer journey to identify hidden friction points. By implementing a formal strategy, our clients often see a 40% reduction in operational costs by shifting from manual problem-solving to automated, intelligent customer journeys.
How do you ensure our customers don't have to repeat themselves across different channels?
This is a common pain point we solve in the contact stage of our journey mapping. We implement intelligent routing and unified data insights that connect your digital, voice, and chat interactions.
How can we quantify the return on investment of an improved CX strategy?
We deliver real-time analytics and dashboards that monitor tangible metrics such as CSAT, response rates, and retention rates. By leveraging the feedback loop, we can shift skeptical customers to loyal supporters.
review
CX advice strategy of
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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.