Omnichannel Customer Management

Firstsource offers robust omnichannel customer management solution across industries, through FCI - our proprietary omnichannel engagement platform.

Omnichannel customer management solutions

Customer expectations are undergoing a seismic shift, thanks in part to the digital revolution.

Today’s customer want the ability to strike instant engagements and use self-service options without comprising their experiences with the company or its products. On any given day, customers will be engaging with you across multiple touchpoints – varying from mobile apps, social media platforms, physical stores, to telephone customer service centres.

Statistics show that 82% of customers disengage with brands because of unsatisfactory customer service. As customers interact with brands across multiple channels, businesses’ need the ability to synchronise these channels to provide a seamless, meaningful and delightful customer experience. To create this experience, businesses need to be agile and informed and take action to break down communication silos.

How do we engage and manage customers across multiple channels within a single journey?

By offering omnichannel customer engagement capabilities, Firstsource is able to deliver an outstanding customer engagement experience, eliminating the need for customers to repeat information and identity authentications. One such omnichannel customer engagement platform used by our clients is our First Customer Intelligence (FCI) tool.

Stay Ahead

FCI provides a roadmap for specific company responses beyond the contact centre.

FCI taps into customer sentiment, emotion and behaviour and uses customer intelligence to derive insights into customer behaviour patterns.

By using FCI, organisations can improve efficiencies of each customer communication channel (voice, email, text, social media), analyse customer experiences with specific products, formulate more effective web strategies, measure customer effort across processes (billing, order placement, customer service, tech support and help desk) and determine the root cause of customer dissatisfaction. These insights can reduce cost to serve and trim customer effort while increasing organisations’ revenues.

Designing an omnichannel strategy to delight today’s multi-channel customers

Omnichannel always sounds great in theory, but it’s harder to make it work in practice – particularly if you have legacy infrastructure constraints and don’t want to spend tens of millions. This ebook looks at the business case for omnichannel and proposes a three-step approach for thinking through a practical omnichannel strategy that can deliver results without a huge upfront investment.

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Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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Related Pages

Customer Experience Management

Our customer experience management solutions are backed by a comprehensive customer experience strategy, smart multi channel digital engagements and superior analytics & customer insights.

Customer Journey Mapping

Comprehensive customer journey mapping helps identify all the customer touch points and provide actionable insights to deliver an enhanced experience.

Integrated Customer Contact Management (ICCM)

Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of customer interactions across channels.

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