multichannel

Five years ago, TalkTalk was one of the most complained about telecoms operators in Britain. Today the company has completely turned things by revamping the contact centre operating model and finding new ways for customers to get the support they need across digital channels. As a result, TalkTalk is succeeding in its mission to be a value champion taking on the traditional giants in one of the toughest industries in Britain. 

The millennials’ motto of “anytime, anywhere availability” is putting unprecedented demands on companies to deliver instant support around the clock. This means customer service companies need a new strategy to make sure those demands are met.

“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine. They are not exactly alone in highlighting the significance and value of customer experience: if you do a quick Google search, you get more than 34 million widely varying hits for the term.

In May 2015, one of the world’s largest travel operators became our client. The company, which operates exclusively online, offering leisure solutions and ideas to millions of users worldwide, has a significant presence today in Europe and particularly in the United Kingdom, Germany, Spain and France. In this framework, Transcom acts as a strategic partner, providing efficient multilingual, multichannel assistance services and managing customer service activities on the European market.

In an ever more competitive market, adopting advanced relationship strategies with customers represents a differentiating factor and an effective way to create a sustainable, long-term competitive edge. In this scenario, retaining customers is increasingly difficult because they are bombarded daily by often very effective marketing communications. That is why we need to turn to the latest new business models, which are increasingly directed at enhancing the customer experience.

While change and evolution are part of our DNA as a species, there is no doubt that in recent years we have witnessed a rapid acceleration of the pace at which these changes are happening. Access to technology and to knowledge is spreading so rapidly that users are now more interconnected and are taking better decisions based on the available information. Therefore  customers have more impact on the success of any product or company.

Access to new means of communication has revolutionized the way businesses interact with customers. From the traditional Facebook, Twitter and Tripadvisor, to the more theme-based Pinterest, Foursquare and Gogobot, consumers are increasingly interested in developing a rapid and loyal relationship with brands that they can influence through their needs and behavior. Therefore, more and more companies turn to these channels and invest a larger portion of their communications budget in them.

The prestigious award was awarded on February 12 by a panel of experts appointed by the CMMC Club, an Italian association that brings together companies and professionals working in the customer experience management industry. The award, which can be thought of an Oscar in the contact center sector, is assigned by a panel of experts who choose the winners based on a ranking using specific parameters. This year’s award had a special focus on “innovation” and, naturally, on satisfying the needs of all the players involved, and customers and users of the service in particular.

At Transcom Isla Sicilia in Spain, our social media customer service team just celebrated its second anniversary. The department’s main priority is to monitor and address all queries and mentions regarding our clients that customers communicate on platforms as Twitter and Facebook. We interact with the active social media users which submit all kind of questions: ranging from queries about products and services, to specific suggestions or claims to which we offer personalized attention. The priority is to listen to the users, help them, and build a trustworthy relationship.