Charlie Norton: We Help Contact Centres To Make the Right Decisions When It Comes To Training and Process Improvement

August 5, 2022

At In-gage we help contact centres to make the right decisions when it comes to training and process improvement; helping to drive customer retention and growth. This is thanks to our Innovative artificial intelligence and Salesforce tools

Tell us about yourself?

I look after Sales, Operations, and Marketing. I joined the business after working for another supplier in the Salesforce ecosystem

If you could go back in time a year or two, what piece of advice would you give yourself?

Set the processes, Stick to the processes, Succeed.

What problem does your business solve?

We provide real-time insights on customer feedback, service efficiency, customer emotions, and compliance risks. This gives a 360 degree view of the customer service experience and how businesses can drive further improvements. On top of this we help to prove the ROI of service teams.

What is the inspiration behind your business?

Our Co-Founders Rod and Roxy were both working in contact centres and struggling to measure the metrics they wanted and prove the value of their investments. proving the financial impact of a CSAT or NPS score increase can be incredibly difficult.

So they decided to make a tool that helps with this, and 7 years later here we are!

What is your magic sauce?

We are the only supplier in the ecosystem to offer the tools and metrics we provide in one package. Alongside this we have artificial intelligence automating manual processes and providing instant insight across our suite of tools.

What is the plan for the next 5 years? What do you want to achieve?

Our plan is to carry on growing the company and continue supporting our clients to improve their cusotmer service and drive their own growth.

What is the biggest challenge you’ve faced so far?

Saturation of the customer feedback market has been a challenge, but I think marketing in the Salesforce ecosystem can be one of the largest challenges as reaching our niche audience can be quite difficult at times

How do people get involved/buy into your vision?

Please check us out on the Salesforce AppExchange and reach out if you would like to learn more: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000DpTS8EAN

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