A new dawn is evident in the service industry that is characterized by a drive to boost self-service and automated customer care. Companies and organizations are keen to put systems in place to reduce costs without compromising efficiency in attending to the ever-increasing number of consumer transactions. Modern Coast Express is living to the expectations of its customers by adopting modern technology in service delivery in response to the changing profile of its loyal customers. The company has put in place effective systems and personnel to offer satisfactory services to its customers who have become mobile to the extent that they no longer rely on a single communications device.
The Ultimate Leader (Modern Coast Express) has maintained its competitive edge over other companies in the transport, logistics and courier industry by replacing reactive customer interaction services by more proactive approaches that are cognizant of the growing user-centricity of consumer communications networks. The company’s overriding goal is to satisfy modern customer needs while regarding profit generation as a consequent of quality service.
The latest development in the company is the establishment of a 24 hour customer service. Modern Coast Express appreciates the paradigm shift hence it has moved with speed to reduce customer churn. It is because the company has realized that customers currently expect anywhere and anytime access to services and it is determined to enhance customer experience. In all business and personal transactions, end users expect systems to be established to enable them connect with enterprises whenever, wherever and however they want. Customers have a tendency of decamping to companies with exceptional self-service systems. The slogan “The Ultimate Leader” has been actualized by Modern Coast express by interacting with its customers at the time and in a manner of their choice. The Company also has an effective online bus booking system that saves customers the hustle of moving to the offices for booking services. It is accessible at the company’s website – http://www.modern.co.ke/
Modern Coast caters for customers’ needs to communicate via new and multiple channels. The company does not restrict its communication channel to voice call but gives customers diverse choices like email, web chat, social media and so on. There are professional customer service agents who are highly competent in responding to customer requests and complaints wherever they are via whichever device they are using at any time. While other companies invest a great deal of effort in attempting to reduce costs by eliminating people from vital business processes through automation and system integration, Modern Coast is different in the sense that in its automation and system integration process, the company has shown keen interest in ensuring that customers can talk in real time with its personnel to help solve their problems.
At Modern Coast, we understand that customer loyalty is earned and that it is an integral determinant of success in the service industry. It is for this reason that enough resources are channeled towards programs that are aimed at training customer contact operatives so that they are well equipped to seize the opportunity to satisfy customers at the earliest opportunity through the communications method of their choice. The company is aware that a one-dimensional or a silo approach to voice and data networks can hardly deliver on customer’s high expectations of integrated communications. Our highly developed communications infrastructure and quality service delivery are the key differentiators that set us apart from our competitors and that will enable us satisfy our current and potential customers quickly and rapidly.
– Authored by Wycklif Onyango