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    Support that Powers Loyalty and Sales

    CPM’s Customer Support offers focused, human-led support across channels – from nurturing customers post-sale to technical support and community management. Whether you’re managing seasonal peaks, complex products or evolving expectations, we help you deliver service that’s consistent, personalised and designed to be efficient.   

    Our services work together to reduce friction, increase loyalty and turn service into a competitive advantage. It’s Customer Support designed not just to resolve, but to retain, grow and be loved. We offer three key areas:

    Omnichannel Customer Support
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    Social Media Management  
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    After-Sales Technical Services
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    Omnichannel Customer Support

    Our expert team delivers consistent, human-centric support across every channel. This includes phone, email, chat, social media, messaging and more.

    Our agents provide seamless, scalable care that enhances satisfaction, loyalty and reputation. It’s support where, when and how your customers expect it. 

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    Customer Experience
    What we do
    • Multichannel customer service delivery  
    • Customer query resolution and complaint handling 
    • After-sales support
    • Technical product or service assistance 
    • Pre-sales and onboarding support
    • Account support
    • Customer retention and upsell strategies 
    • Strategies for to reduce AHT and improve CSAT
    Where we do it
    • From dedicated offices in UK, France and Ireland
    How we do it
    • Live chat customer support and digital agents 
    • Messaging apps
    • Predictive Engagement and personalised responses
    • Customer scalable delivery models
    • Smart contact deflection technology

    FAQ’S

    Why Omnichannel Customer Support? 
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    Today’s customers expect effortless service across every touchpoint. Omnichannel support ensures consistent experiences regardless of channel, while enabling smarter routing, faster resolution and personalisation. By bringing together people, platforms and insight, we help brands reduce friction, retain customers and turn service into a competitive advantage. 

    Why is Omnichannel support important for customer experience? 
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    It ensures a consistent, seamless experience across every touchpoint. 

    How can Omnichannel support improve CSAT and reduce resolution time?
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    By routing queries to the right channel and agent, omnichannel systems speed up resolution, reduce repetitive steps, and give customers faster, more personalised outcomes. 
    Can Omnichannel support scale to meet seasonal or crisis demand?
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    Yes. Our support models flex with your needs - scaling up for peak periods without compromising on quality or customer satisfaction.

    Social Media Management

    CPM’s Social Media Management services help your organization stay active, responsive and relevant across all major platforms. Our team can provide community management, expert customer support, content moderation and social listening.

    We’ll help to protect your brands reputation, resolve issues in real time and drive stronger customer connections. We ensure every social interaction adds value, across both proactive and responsive engagement.

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    Scoial Media Management
    What we do
    • Social customer care 
    • Social media intelligence  
    • Social media crisis management
    Where we do it
    • From dedicated offices in UK, France and Ireland
    How we do it
    • Online reputation management
    • Personalised responses
    • Rating, reviews and insights driven
      decision making 
    • Social media measurement and active listening

    FAQ’S

    Why Social Media Management?
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    Social media is where many customers go first to ask a question, leave a review, or share an experience. Managing this space well is vital to brand trust and customer satisfaction. Effective social management boosts engagement, prevents escalation, and helps brands respond quickly and meaningfully to what matters most - building loyalty in the moment.

    How does Social Media Management impact brand perception?
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    Timely, authentic engagement shows customers that your brand is listening and responsive. It strengthens trust, manages risk and turns social interactions into relationship-building moments. 
    Can Social Media support improve customer service outcomes?
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    Absolutely. Many customers prefer social as their first point of contact. Managing this space well can resolve issues faster, reduce pressure on other channels, and boost CSAT.  
    Do you offer crisis management on social platforms?
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    Yes. We monitor sentiment, respond rapidly to escalations, and apply best-practice messaging to protect reputation and maintain control during sensitive or high-impact moments. 

    After-Sales Technical Support and Services 

    Our after-sales support solutions help businesses deliver expert care well beyond the point of purchase. Our dedicated project teams oversee end-to-end installations and manage business utility connections from start to finish.

    We support every stage of your product journey, with setup, in-person technical servicing and multi-tiered support desks. Fast issue resolution helps protect long-term performance, while trained teams deliver consistent support on site, online and over the phone to maintain the highest standards. 

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    After-sales technical support and services
    What we do
    • Install and configure specialist equipment   
    • Aftersales troubleshooting 
    • Level 1 and 2 post-purchase support 
    • End-2-end case management 
    • Premium Customer Case Management Support  
    • Process automation and agent incident support 
    • Spare parts and returns management  
    Where we do it
    • From dedicated offices in the UK, France and Ireland
    • Digital platforms   
    • On trade
    • Hospitality 
    • Food service
    How we do it
    • Engineers and technicians  
    • Multichannel engagement: phone, email, chat, messaging, video support 
    • Proactive monitoring and preventive support 
    • Expert diagnosis frameworks  
    • AI-powered knowledge bases 

    FAQ’S

    Why After-Sales Technical Support and Services? 
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    Great customer experience doesn’t stop at the sale. After-sales support is critical for ensuring satisfaction, brand confidence and long-term loyalty - especially for complex products or services.

    We support troubleshooting, maintenance, installation and education. We deliver seamless post-purchase journeys that reduce complaints, improve retention and protect brand reputation at every touchpoint.

    Why is after-sales technical support crucial for customer retention?
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    It reduces frustration, ensures product performance, and strengthens trust-especially for complex or high-investment products. Fast, expert support keeps customers satisfied and loyal. 
    What types of technical support do you offer?
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    We deliver first-line help desk, second-line technical escalation, and in-person service across areas like on-trade, retail, events and food service - covering everything from setup to maintenance. 
    Can technical support reduce returns and improve brand loyalty?
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    Yes. Clear guidance, proactive issue resolution and ongoing support reduce product abandonment, improve brand perception and drive long-term customer value.

    Do you support multiple tools and platforms used in operations?
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    Yes, we have experience both using client-provided platforms as well as CPM developed CRM systems, ticketing tools, cloud platforms, and communication tools. 

    There is a better way

    OUR APPROACH
    Testimonials

    What our clients have to say about us

    Diageo
    To view a range of CPM Case Studies click here.

    In the last year, CPM and specifically the QCT division have collaborated with Diageo to design and deliver internal training materials and resources that are used throughout the team to find a fix to technical service issues over the phone; reducing the need for an engineer to attend.

    The partnership with CPM and our technical ops team has resulted in a resolution without visit in around 66% of technical fault situations, fixable over the phone; with the number increasing as the staff become more trained and CPM utilise technology to automate diagnostic flows to agents. CPM have shown real initiative in the way they use the diagnostic info to push the resolution without visit number higher.

    Diageo Katie Risk, Dispense Customer Experience Manager
    FEATURED CASE STUDY

    Case Study

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    Customer Support with CPM

    Get in touch to find out more.