My Transcom Experience

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Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider

Our client, a lifestyle fashion company that offers an engaging and personalized shopping experience to over 35 million members worldwide through its portfolio of brands, was looking for a new partnership for enabling a multi-lingual customer service in a fast growing environment. In 2014, Transcom was selected as the new strategic partner to support the client’s European multi-channel and multi-lingual inbound customer service operations.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider_1

All our client’s customers become part of a membership program and member service is setup as an integral and essential part of their business strategy to provide a seamless member experience, which ultimately leads to business growth. Professional management of order inquiries, returns & exchanges, billing inquiries and retention activities are the key objectives in this strategic partnership. After an initial 6-months pilot phase, we have now agreed and signed a two year contract.
Transcom operates worldwide through 54 contact center across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.

A stable customer satisfaction level in the transition phase and clear improvements of customer experience (proven by KPI development) after full transition have shown that Transcom’s proposed solution meets exactly the clients requirements. Now the customer service organization is perfectly prepared for further growth scenarios for different languages and European markets.

Customer service – a strong growth driver in e-commerce

In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) market for goods and services, offering an updated picture of the market size in Europe and the rest of the world.

According to the report, total turnover for e-commerce in the European market in 2013 was EUR 363 bn (+16% on 2012), a figure which is expected to grow to EUR 425 bn in 2014. The Asia-Pacific region is the global leader, with EUR 406 bn, while North America ranks third after Europe with EUR 334 bn.

Global 2013 b2c e-commerce data

Source: Ecommerce Europe Association

The biggest e-commerce markets in Europe are the UKGermany and France. Together these three countries make up more than 60 percent of the entire European market.

The fastest acceleration in recent years has been in Eastern Europe, with Russia rising by nearly 50 percent compared to last year.

In 2013, Italy reported sales of EUR 11 bn (+20% on 2012). Although, this figure is lower than in other European countries, the Italian market is regarded as one of the most promising, as demonstrated by the steep rise in the number of online buyers, which over the last three years has grown from 9 to 16 million.

Europe 2013 b2c e-commerce data

Source: Ecommerce Europe Association

In such a dynamic global context, competition is based on the ability to offer a simple and consistent buying experience across all touch points. Accessibility and continuity are the keywords for the modern consumer: the web, product comparisons and careful consideration of reviews are the starting point for all purchases. Nonetheless, many ‘e-shoppers’ want the option of human contact and demand quality, competence and availability.

This is where Customer Service plays a key role. By providing quick and consistent answers (by phone, chat services, social media and email) to questions about products, payments, delivery times and return procedures, Customer Service is transformed from a cost center into a profit driver by exploiting the true value of e-commerce: establishing a relationship with the buyer. But the solidity of relationships is put to the test when problems arise (delays, undelivered products or other unexpected events). And this is where Customer Service can show its mettle by restoring customers’ trust (and loyalty) through service that is consistently first class and integrated across multiple channels.

Transcom has long experience of working with leading brands that offer various goods and services online. For example, clothing, fashion accessories, consumer electronics, travel, financial services and online payments. During the years, we have used our expertise to become a global outsourcer specialized in the ‘e-customer experience’:

  • Innovation: We develop personalized customer care apps and automated self-care, automatic call-back solutions for our clients to improve the customer experience.
  • Multilingualism: By offering services in many different languages, Transcom has helped many of our clients to expand into new markets.
  • multichannel approach and social customer care: We have agents who are specialized in the delicate process of managing online customer service conversations (Facebook, Twitter, chat etc).
  • Flexibility: we can cater for seasonal peaks without compromising service quality, which is guaranteed by strict control procedures and ongoing training.
  • Sales orientation: by using  specialized teams and best practices tested worldwide, we know how to encourage retention and reacquisition, which translates into growth and value for the client.
  • This value is also generated by cost reductions resulting from the mix of onshoring, nearshoring and offshoring services offered by Transcom.

Our clients confirm that they have achieved results which are both important and measurable. As the experts’ estimates demonstrate, e-commerce has huge potential. In this increasingly global, mobile and connected world, Transcom serves digital companies in all sectors with one goal in common: to become a market leader within their industry.

The world’s leading eyewear brand chooses Transcom to set its sights on the future

At the end of a tender process that involved the world’s top players in the contact center industry, the company that represents Italian global excellence in the eyewear sector has chosen Transcom to manage its customer service for online clients of all nationalities. Transcom successfully offered the best response to the Client’s requirements and proposed the technology best suited to the task.

Transcom didn’t stop at offering the classic contact center service, but proposed a fully integrated and highly innovative multi-channel, multi-language solution to satisfy the needs of the global eyewear manufacturer. Calls, chat, email and, most importantly, social network channel management will be used to support customers of the group’s best-known brand and one of the most famous names in eyewear worldwide, which has now decided to enter the online market in Europe by developing a product configuration and e-commerce website.

Occhiali Luxottica

Transcom beat the competition in this technology challenge because our people make the difference and can transform a simple slogan into real added value for clients in the form of a Customer Experience that begins with the very first approach. This highly innovative service will be provided from one of Europe’s most promising geographical regions, Poland, and more precisely Gdansk, an area that is attracting more and more business because it offers high quality multi-language services at competitive prices.

Customer service will be available straightaway in English, French, German, Italian, Chinese and Turkish, with Spanish and Portuguese to be added shortly.

Transcom will combine Polish operating excellence with advanced technology that also manages social networks and will pioneer the innovative services the market is increasingly demanding. Project technology development and governance activities will be performed in Italy, with a view to achieving perfect harmony and synergy between Transcom sites in Central and Southern Europe.

I am personally grateful to our Team, who has achieved this major commercial success by focusing on innovation and on the quality of the services provided by our sites in order to establish an international partnership with one of the world’s leading eyewear brands. The market is responding in a very positive way to the innovative solutions proposed by Transcom. We are continuing to invest in the development of new tools, solutions and processes that enhance the value of all the technologies available today, in order to offer our clients the highest possible level of customer experience.