Modem Media Expands Strategic Consulting Services

E-business agency Modem Media . Poppe Tyson launched a new offering called Internet Customer Service Solutions (ICSS), designed to help clients improve customer relationships.

The practice involves refining a client’s customer service programs with more effective and efficient means of responding to customers and their inquiries.

Through a hands-on assessment, Modem Media said it can analyze a client’s response methods (i.e., email, call centers, dynamic messaging, chat) and develop sustainable solutions that are incorporated throughout a client’s support organization.

Modem Media said it is currently conducting ICSS projects with a number of clients. Results to date include reduced operational costs; increased response times; captured sales that would have otherwise been lost; improved communications with consistent and accurate messaging; increased quality control; and the successful integration of IP-based customer service technologies with existing call center technologies.

“Although e-commerce has become increasingly sophisticated with personalization and customization, effective and proactive customer service has far too often been an afterthought in the development of Internet strategies,” said G.M. O’Connell, Modem Media chairman and CEO.

“We believe the customer should expect companies to deliver on every level of e-business, and that includes providing fast and accurate answers to customers’ questions and concerns.”

Modem Media has created customer-focused Internet solutions for clients such as 3M, Citibank, Intel, Delta Air Lines, E*Trade, General Electric, IBM, Sony Computer Entertainment of America, Unilever and Vodafone.