Turbocharging Customer Experience through Technology
Customer Experience has never been more important. With born digital competition disrupting most industries and ever more demanding customers, it is increasingly challenging to retain customers. This also presents an opportunity to establish competitive advantage for enterprises. A superior and differentiated customer experience can not only retain customers but ensure steady revenue growth through meticulously customized products. The contact center must no longer remain content with being a cost center and should make progress towards cost neutrality to become a profit center.
Customer Experience market trends:
Hexaware provides contact center services like voice, email, chat or social media with automation and digitization at the core by harnessing RPA / ML /AI and a robust ecosystem of telephone, CRM, WFM and other contact center tools to fuel superior customer experiences for our clients.
Re-imagine: Hexaware believes that a contact center services provider must transform into a strategic partner. To this end, we understand the end to end customer journey, while re-imagining and rethinking the entire process in terms of touchpoints, interactions and experiences. This is critical to transforming customer journeys and creating frictionless interactions. We have customized tools, solutions and a robust partner ecosystem for service delivery from onshore, nearshore and offshore. Hexaware takes ownership of the customer journey and uses real time feedback through surveys and other channels to continuously improve our services.
(Re-engineer + Automate) – Hexaware aims to be the first global services firm with a 50% Digital Workforce. This thinking drives our approach to everything we do in Business Process Services. Our focus is to enable our customers to unlock 45% – 50% value from their business processes through our innovative Digital Managed Services model. This is achieved through our commitment to bring in Machine Learning/Artificial Intelligence services to empower agents and reduce manual intervention, enabling smart self-service through chatbots, virtual assistants and effective customer experience design. Machine Learning/AI is also leveraged to unlock insights in data through custom built models that can predict variables such as churn, customer lifetime value and personalized recommendations.
Hexaware’s sustained experience of providing contact center services globally to our clients ensures we have considerable domain expertise and the right talent to deliver and meet high standards, be it CSAT/NPS or SLA/KPIs. We cater to global languages through a multitude of channels be it voice, email, chat or social media. Hexaware is agnostic to client systems and applications, however, transformative technologies will be suggested and implemented as the opportunity arises. Our analytics captures customer expectations across channels and comprehensively analyzes the data based on demographics and products. We are inclined to future proof end customer loyalty for our clients through measuring the customer journey across touchpoints creating significant end-user experiences.
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