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.
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.
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.
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.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
average NPS score delivered against a +35 target
increase in website conversions through webchat
average UK colleague engagement, an exceptional score
The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.
reduction in voice calls
increase in contact avoidance
annual cost savings
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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