Digitizing my customer engagement

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 DIGITALIZE YOUR CUSTOMER EXPERIENCE

Consulting

Consulting

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

Let's Talk
Customer Journey Design

Customer Journey Design

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’)

Let's talk
Analytical Insights

Analytical Insights

Our consultants will help you create value out of your data by using our analytical insights tool. Finding out what works and what doesn’t can open a plethora of customer acquisition opportunities

Let's talk
Automated interaction & AI

Automated interaction & AI

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

Let's talk
Robotic Process Automation (RPA)

Robotic Process Automation (RPA)

Our RPA software delivers long-term cost savings by performing repetitive, routine activities precisely and accurately 24 hours a day and 7 days a week, complementing the human touch perfectly.

Let's talk
Chatbots

Chatbots

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.

Let's talk
Voice Assistants

Voice Assistants

Voice assistants like Amazon Alexa or Google Assistant have opened up completely new service channel with exciting opportunities for customer interaction.

Let's talk
360⁰ Customer Intelligence

360⁰ Customer Intelligence

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

Let's talk
Social Media Risk Management

Social Media Risk Management

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.

Let's talk
Co-browsing

Co-browsing

Sometimes, complex products or information can be hard to explain by phone or email. With our co-browsing module, we’re able to guide and advise your customers real-time, saving time and cost.

Let's talk
Self-service

Self-service

Our self-service platforms, intelligent search systems and online community solutions enable your customers to figure things out themselves – reducing contact volumes for you.

Let's talk
E-search

E-search

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.

Let's talk
Video interaction

Video interaction

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.

Let's talk
Personalized video

Personalized video

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.

Let's talk

We're global. So you can be close

We're global.

70%

reduction in RMA cycle time with RPA

30%

reduction in AHT with 360° Customer Intelligence

45

number of brands we manage online communities for

10x

increase in orders for an online grocer

We believe in innovation. Here’s the latest

What's New

16 September 2021

Majorel named by Everest Group as a ‘Leader’ in Customer Experience Management in EMEA for the second consecutive year

As part of its assessment, Everest Group highlighted Majorel’s significant growth, strong delivery footprint and the expansion of its digital and consulting capabilities as key strengths. In addition, clients praised Majorel’s flexibility, agility, cost-efficiency, low attrition, partnership approach, team stability, reliability, and operational transparency.

Read more
Social Media Newsroom

    We speak your language. And we’d love to hear from you