In an era of increased competition and empowered customers, organisations need to work harder than ever to provide the best customer experiences. It is therefore vital that businesses track the experiences they give customers, so they can spot opportunities to make improvements to the overall journey that will result in increased customer acquisition and retention.
An important part of this is customer journey mapping – a process that maps the customer experience across all touch points, from engagement and purchase, through to feedback and social sharing. Customer journey mapping enables organisations to change the course of the customer journey to maximise satisfaction.
Firstsource works with clients across a range of industry sectors?to map and improve customer journeys which result in measurable business outcomes, including:
Ulster Bank needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution.
overall cost reduction
reduction of incoming calls
Firstsource staff working seamlessly on client site
The client needed support with customer service issues, where in only 45% of customer service requests were being adequately addressed due to underlying process inefficiencies. The client partnered with Firstsource to identify the root causes and create a strategy for improvement. The Firstsource solution delivered a seamless channel experience and reduced cost to serve.
reduction in cost-to-serve
cost savings by optimising the call-back process
cost savings by optimising data validation on website
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We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology