Change, particularly technological change, is the new constant. It drives up customer demand as well as the possibilities for meeting it. We help you digitize your customer service so you can better manage complexity and improve operational efficiency
Digitizing your customer service isn’t just a way of saving time and reducing cost, it’s become the norm with the digital shift in consumer behavior. Customers today demand personalization, immediacy and convenience. By combining the best of technology and people, we help you understand the entire customer journey and creatively apply the right technology at the right time to build greater customer engagement while maintaining your tone of voice across channels.
Driven to deliver the best digital customer experience
Whether it’s automation of workflow, adding chatbots to deliver service or providing service via digital channels, our consultants are committed to go the extra mile for finding the right technology fit for you.
Our analytics platform provides customer service representatives with a single view of the customer, providing recommendations for next best actions to deliver a more efficient and high-quality service.
If you’re looking to automate simple interactions, then our AI-powered chatbot with natural language processing technology can help you provide an always-on service that doesn’t sound too robotic.
By utilizing digital communication channels like live chat, messengers, social media and community platforms, we help you to monitor and manage online conversations about your brand, build and foster online communities of brand, and protect your reputation.
Optimize your digital customer journey
We’ve established our own robotic process automation (RPA) lab, and our conversational artificial intelligence (AI) framework has been identified by industry analysts as leading in the market. By creating a workflow that uses software for rule-based interactions with back-office systems, RPA streamlines and automates mundane, repetitive tasks, so that your employees can spend more time solving complex problems.
One of the most important by-products of digitization your customer service is access to vast amounts of customer data. We’ll help you make sense of this data and derive actionable insights to inform your business strategy.
Digital customer experiences – driven by humans
Service is a human thing, even when it’s delivered by a robot. It’s still the people that make the difference and build relationships. Our digitization solutions are aimed at making service more personal and empathetic while generating a higher return on investment for your business. We truly believe that the greater the use of technology, the more human we can be.
OUR SERVICES TO HELP YOU digitize your customer experience
Our consultants help you develop your transformation strategy: From customer journey optimization and process design, to analyzing your automation potential and creating the business case for automation and AI
Our experts work with you to see your services through the eyes of your customers – analyzing the customer journey to create extraordinary experiences, across all channels and at every touchpoint (or ‘moments of truth’)
Our intelligent automation solutions – powered by our Conversational AI framework – free up and empower your employees to innovate, interact with customers and focus on activities that require a human touch
Addressing the huge rise in text-based communication, our chatbots automatically answer customer requests – anytime, anywhere, anytime – reducing costs and fascinating your customers with a time-saving way to handle their requests.
Our customer support solutions are empowered with 360⁰ Customer Intelligence which allows the agents to view the entire customer journey. Supported by Next Best Actions the agents are able to unlock cross-sell and upsell opportunities successfully
While moderating content on your own platform or website, our AI-powered social media monitoring and proactive risk management tools help you to protect your reputation and turn loyal customers into mega-fans.
Sometimes, traditional key-word based searches don’t cut it and this is where our unique semantic eSearch solution can really help your customers to find the information they need online – and fast – and help reduce contact center volumes too.
Differentiating your service can be tough but it’s amazing how a friendly face can go a long way to establishing brand loyalty, with personal, individual advice through our live stream video chat solutions.
While a picture paints a thousand words, a video is even more valuable in customer services. Our personalized video service integrates customer-specific data that delivers better understanding, a reduction in customer queries and increased customer satisfaction.
The current corona pandemic poses a challenge for many companies to enable their employees to use their home office to ensure their health and maintain business operations. Especially in customer service it is essential to continue to be there for customers to ensure their satisfaction. But how do companies best do this? And what is to be considered? Since the outbreak of the pandemic, Majorel has enabled tens of thousands of its customer service representatives to work from home.
Customer behavior has been changing in the last few years, and this change is nowhere near complete. Customer actions are becoming more and more digital, flexible, and global. This development is a game changer for the banking sector, and hardly a week goes by without a new neobank reporting considerable growth.
The automotive industry is facing exciting times. Besides the development of connectivity, autonomous driving and e-mobility, the Covid-19 pandemic has brought attention to a new trend:online car sales.