As the digitalisation of services continues to pick up speed, customer preferences across the world have changed dramatically – customer management now includes digital channels such as web, mobile and social networks.
Today, customer expectations are undergoing a seismic shift, thanks to the digital revolution. Customers are looking for the ability to strike instant engagements and use self-service options without comprising their experiences with a company or its products. This means, on any given day, customers will be engaging across multiple touchpoints – varying from mobile apps, social media platforms, stores to customer service centres.
Statistics show that 82% of our customers disengage with the brand because of unsatisfactory customer service. As customers interact with the brand across multiple channels, it necessitates the need for synchronising these channels to provide a seamless, meaningful and delightful customer experience.
Customer experience has now become a compelling differentiator for businesses and at Firstsource, we ensure clients have the right channels available to their customers in a seamless fashion.
We help customers identify opportunities to increase revenues from their existing customer base. But this isn’t a classic telesales approach: our technology and analytics tools ensure we target the right customer with the right products, improving the customer experience as well as making a real difference to their bottom line.
Firstsource’s Revenue Maximiser tool pinpoints areas where you can increase revenues – through up-selling, cross-selling and by proactively targeting customers likely to leave or managing collections.
By being efficient, effective and targeted, we deliver a positive customer experience and enhance brand reputation during a normally time-consuming and costly process.
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