Blink CX Pulse
Diagnose the customer experience
Blink examines the journey and available customer feedback to identify gaps before you invest in a solution.
You receive
- Customer journey map
- Gap analysis
- Baseline for improvement
بلمح البصرIn a Blink Of an Eye
The strategic partner for running and improving customer experience at multichannel, multi-branch Saudi organizations
From diagnosing the customer journey to setting up procedures, running service channels and evaluating branches. Know what needs to change, what we will work on and what you receive.
Customer experience services for Saudi businesses • Jeddah since 2020
Which problem are you trying to solve?
Choose a situation to see the service, the work and the outputs.
Blink CX Build
Build the customer service operating model
Blink helps establish or restructure the function: the operating model, procedures and reporting that organize daily work.
You receive
- Operating model
- Procedure guides
- Executive dashboards within the agreed scope
Blink CX Desk
Operate customer service channels
Blink operates communication and support channels, or supports and guides your internal team remotely. The proposal defines the delivery model.
You receive
- Channel and ticket management
- Quality review
- Service reports
Blink Branch Control
Understand service across branches
Blink uses mystery shopping, review analysis and branch comparison to identify variation and support follow-up.
You receive
- Mystery shopping findings
- Review analysis
- Branch comparison and follow-up reports
Four service packages
You may need to understand a problem, organize work, run the service or compare branches. The starting point follows your need.
Your customer experience
People, procedures, channels and branches
What does a deliverable look like?
Illustrative structures help you understand the work before agreeing its scope.
Illustrative deliverableBlink CX Pulse
Touchpoint
Requesting support
Customer need
Know who will follow up
Observed friction
Ownership is unclear
Improvement question
Where should the request be assigned?
Metric to improve
Illustrative example: response time to support requests
From the first conversation to the next step
- 1
Share the challenge
Describe what happens, the channels or branches affected, and what you want to change.
Your input: a brief on the current situation - 2
Define the scope together
Discuss the service, outputs, responsibilities, coverage and required systems.
Decision reference: the detailed proposal - 3
Deliver the agreed work
This may be diagnosis, setup, operation or branch evaluation.
What to expect: the outputs in your proposal - 4
Review the next step
Use the outputs to discuss improvements and the follow-up you need.
Ongoing follow-up depends on the engagement
Channels need a connected operating system
How does a conversation become a recorded request? Who handles it? How is quality reviewed? See the roles of channels, systems, people and measurement.
Explore the system map
Our clients by service
Blink CX Build
Customer experience function setup
Alesayi Motors
Mitsubishi
FUSO
Blink Branch Control
Service consistency across branches
Al-Hamrani FUCHS- ONE STOP
Wakame
Blink CX Desk
Managed customer service
- HMT Hospitality
UniEX
TAMEX
Khayrat
Guides for the decisions ahead
Google reviews: turn branch feedback into operating decisions
A method for reading reviews by theme, checking what they mean and closing the loop with the team that can act.
A customer service dashboard should lead to a decision
Choose metrics with clear definitions, honest limitations and an owner who can act on what the numbers reveal.
Before adding an AI assistant, design the human handoff
Define what an assistant may answer, when a person takes over and how the conversation keeps its context.
Not sure where to start?
Describe the challenge. We will use it to discuss the right kind of support.