Innovation

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

After being several months analyzing how artificial intelligence fits into customer service strategy, these would be my 5 top recommendations.

Una de las responsabilidades principales de los departamentos de Recursos Humanos de las empresas es atraer, identificar, desarrollar y retener a los mejores profesionales. En las empresas de nuestro sector, tan enfocadas al cliente, tenemos además el objetivo de lograr que nuestros empleados transmitan nuestro modelo de experiencia de cliente.

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.

The latest Whirlpool refrigerator is far more than just a humble cold cabinet. It’s a smart device. So when the connection fails, and the frustrated customer starts calling, a Transcom customer service agent is there to help them – and their fridges – keep their cool.

The rapid digital transformation affects all industries. With more products and more complex services, the demands are increasing for a flexible customer service that can serve all channels on the customer's terms. At the same time, the customer experience itself has become an increasingly important way for companies to differentiate from the competition.