The world of customer care is currently going through a period of radical transformation. And, like in many other areas, the drivers of change are digitalization and the ever-present ambition to always offer the best possible Customer Experience. It should however be pointed out that these developments are not affecting all product categories in exactly the same way. As a result, we have to take the distinctive features of each industrial sector into consideration when defining a successful customer care strategy. But this is by no means a new need. A specialized approach has always been necessary, but perhaps customer care now has to demonstrate that it is more dynamic and flexible, because consumers are becoming increasingly demanding and the service they receive from businesses represents a key differentiating factor, now more than ever.
Many characteristics need to be identified and calibrated for each individual sector in order to define optimum customer care processes: which services to automate and which to continue to assign to “human” operators; what mix of contact channels to provide; how and when to engage in cross-selling and retention activities during the customer’s lifecycle; what requirements to adopt in terms of service levels; without forgetting the various profiles and training needs for agents, in order to deliver the best possible customer experience. Over the years, Transcom has gained significant experience in multiple industry sectors and knows how to devise and fine-tune the most effective mix of services to support its clients as they tackle the challenges in the global marketplace.
We know, for example, that in eCommerce it is essential to offer solid, reliable customer care services to manage payments and logistics-related issues. These services must also be provided over non-voice channels, like private messaging, which is becoming increasingly important when compared to traditional channels.
In the Banking sector, which is typically less aggressive in its use of contact centers for sales, we work with our clients to transform inbound customer care services into contact opportunities to promote cross-selling and upselling.
We know how to provide exceptional first-level technical support to the manufacturers of Electronic Goods and Household Appliances and we help them reduce their warranty costs. Likewise, for our clients in the Telecommunications sector, we have equipped ourselves with mobile phone emulators so that we can provide assistance for hundreds of different devices.
These are just a few examples of how Transcom supports its partners with industry-tailored solutions. Here at Transcom, we have always regarded this industry-specific approach as a fundamental and central part of a strategy that basically leverages two main factors:
- Sharing the best practices we offer our clients worldwide, through our global “One Transcom” platform;
- The organisation of our areas of expertise into Industry Practice Groups, with the main aim of developing a range of specific services for each sector that responds to the challenges faced by our clients.
These global initiatives, combined with the support and guidance of our clients, allow us to continue to be the Partner of Choice to manage customer care in diverse industry sectors.