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To create exceptional user experiences, it is important to see your company from your customer's perspectives and understand their needs and challenges. We think through the lens of how to enable customers to be successful.
We use a proven approach to reinvent the user experience. We combine analytics, benchmarks, and human-centered design to identify what delights your customers and deliver it efficiently and at scale. Our team has extensive expertise in technology and organizational change to assist you in prioritizing, designing, and implementing improvements that have a significant impact on customer satisfaction and your bottom line.
Discover the passion and expertise behind our team - aiding businesses in delivering exceptional experiences for their customers
What makes Smoothen different from its competitors?
There are often two kinds of CX solution firms: Counselors and Takeovers.
Counseling firms build their service offerings around “guidance” or “workshops”. Usually, they want to refrain from being responsible for results and instead, they provide you with a one-size-fits-all “proprietary” approach that you are expected to implement. You'll often find that these companies are monetarily motivated in packaging and selling their expertise.
Takeover firms, on the other hand, are hired when an organization no longer wants to be responsible for the customer experience so they outsource the work to a BPO. The fallacy here is that the customer experience improves if the KPIs these firms heavily rely on improve. These firms prioritize metrics such as response time and customer satisfaction, but they’re often not connected to your company's goals and can become costly over time as they don't work to improve the user experience, collect the right data, coordinate with internal teams or streamline processes.
At Smoothen, we pride ourselves on offering a truly unique experience for our clients. In addition to our proprietary tools, methodologies, and approaches, what sets us apart is our sincere dedication to improving the customer experience. We handle your customer support, gather necessary data, gain buy-in from internal teams, and assist in determining the right pivots in your customer journey to develop a product people love you for. We are motivated by impact. We know that impact is only made through listening and deep understanding of your customers.
Our Core Values
01.
Provide purpose
We understand that having a purpose and loving the work that you do are fundamental human needs. That's why we strive to create a positive company culture that fosters understanding and communication without judgment, to support and empower our employees in finding purpose and fulfillment in their work. We believe that every employee has the potential to make contributions that are meaningful to them.
03.
Respect society
We value respect for society and strive to be a positive force in the communities where we operate. We are committed to sustainability and ethical business practices because we believe that these values are essential for creating a better future for everyone. Our aim is to make things better, ease lives, and provide value back to society in all that we do.
05.
Compete on the field
We believe in fostering collaboration and teamwork within our organization, rather than competition among colleagues. We strive to create a supportive and inclusive environment where all employees can contribute their best ideas and efforts towards a common goal. We value excellence and seek to eliminate outdated company politics. Our focus is on being competitive in the market, not at the expense of internal harmony and unity.
02.
Consider everything
We strive to be thoughtful and thorough in our thinking, taking into account all the possible consequences and considering all the available options. By considering everything, we can make informed, well-rounded decisions that take into account the needs and perspectives of all stakeholders.
04.
Assume good intent
We understand that life is full of challenges, but we choose to focus on the positive and look for opportunities to make a difference. This helps us to approach problems with a solutions-oriented mindset and find creative ways to overcome obstacles. When you see the good, it's easier to stay motivated, engaged, and inspired.
06.
Be an owner
We empower our employees to be bold and think like owners. We want our team members to feel confident in their ability to innovate, challenge the status quo, and create work that they can be proud of. We encourage bold thinking and a solutions-oriented mindset because we believe that this is essential for driving positive change and growth.
Our Approach to Operational Maturity
"A vision without execution is a hallucination."
-Thomas Edison
It doesn't have to be said that improving the efficiency and effectiveness of your operations leads to better results and improved capabilities.
To start we’ve named and listed three stages of operations maturity: "scrapping by", "functioning" and "smoothened". Each stage is supported by technologies and processes that raise efficiency, generate insights, and enhance capabilities. Moving just from “scrapping by” to “functioning” can result in a 5.8% increase in profitability and an 18.8% increase in efficiency.
Of course the end goal for every client is "smoothened" operations.
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