Overview
Premium US homecare electronics brand struggled with escalating customer support challenges, including complex troubleshooting processes and inconsistent service quality. They partnered with Firstsource to reduce contact volumes, enhance experience across channels, and deliver multilingual support using AI-driven tools and real-time analytics to drive superior customer satisfaction.
Challenges
The client sought to reduce support costs and improve NPS, but faced several operational obstacles:
- High Technical Query Volume: Customer support teams were overwhelmed by repetitive technical troubleshooting calls that consumed valuable resources.
- Multilingual Service Gaps: Global expansion required consistent, high-quality support across nine languages to serve diverse markets effectively.
- Inconsistent CX Delivery: Service quality fluctuated across touchpoints, creating customer dissatisfaction and operational inefficiencies.
- Limited Real-Time Insights: Absence of actionable analytics hindered the ability to identify patterns and resolve recurring issues proactively.
- Complex Troubleshooting Processes: Agents lacked streamlined tools and accessible content to resolve technical queries quickly and accurately.
How We Made It Happen
Firstsource deployed a comprehensive CX solution combining AI capabilities, multilingual expertise, and data-driven insights:
- Advanced Technology Integration: Implemented Mirror Me for live video support and IRIS Clarity for superior call audio quality and noise isolation.
- Global Multilingual Coverage: Established seamless support across nine languages, including French, Danish, and Polish, to meet international customer demands.
- Streamlined Knowledge Management: Developed comprehensive training materials and deployed Zingtree for rapid knowledge base updates and intuitive agent access.
- Intelligent Analytics Implementation: Leveraged advanced analytics tools to track trends, analyze contact drivers, and optimize operations based on real-time data.
- Unified Omnichannel Experience: Ensured consistent service delivery across voice, email, and chat channels to create a cohesive customer journey.
Conclusion:
Firstsource successfully transformed the client's customer experience through the strategic combination of multilingual capabilities, AI-enabled support tools, and actionable analytics, while dramatically reducing support volumes and enhancing satisfaction across global markets.