It’s the holy grail of customer service – to deliver the best service, with the best processes, at the best value. We combine the right people, processes and technology in a way that makes sense for you and improves the experience for your customers.
Customer service is a key differentiator for your business so you need to make sure your customers’ experience gives you the competitive edge. Or it’s a major revenue driver and you need to ensure that you treat every conversation as a commercial opportunity for your brand. Alternatively, customer service is a necessity for you with large volumes of mainly transactional enquiries, so you’re focused on being as efficient as possible. We understand it’s hard to achieve your objectives while keeping an eye on the cost.
Driven to optimize the user experience
We believe that technology has the power to help you manage complexity and simplify the lives of your customers, while keeping costs down. But it’s still people that will make the difference: understanding your business and your goals, caring for your brand and your customers, and working out the right solution for you.
Driven to design the best customer journeys
Our consultants can help you design your customer service transformation strategy, identify the right technology solutions and create a compelling business case. And with our proprietary analytics platforms, we help you understand your customers to design the right processes to support your goals.
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. All of this to help you automate interactions and rules-based tasks where it makes sense. With leading market positions around the globe, we help you expand into new regions and scale quickly, while making the best use of cost-effective locations.
Technology and people for an optimized customer experience
By working with Majorel, we’ll help you navigate the complexity of customer experience management and make sure you get the best from technology and people. By understanding your vision and your strategy, not just your customer experience processes. By recommending the technology that’s best for you, not just the latest buzzwords. By living your culture and working as your extended team. Because it’s still the people that make the difference – for your customers and for your brand.
Our services to help you Improve the customer experience while managing your budget
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 advanced analytics capabilities allow us to understand your customers better and identify opportunities to save time and cost for you, while improving your customers’ journeys.
Automated Interaction & AI
Our intelligent automation solutions – powered by Majorel’s Conversational AI framework – free-up and empower our team members to innovate, interact with customers and focus on activities that need a human touch.
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.
Our self-service platforms, intelligent search systems and online community solutions enable your customers to figure things out themselves – reducing volumes for you.
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’).
Voice of Customer
We’ve developed a unique approach for recording and analyzing customer issues and challenges that can enable you to continuously improve CX and reduce contact volumes.
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.
Wherever you are, whatever your culture, whatever your global needs – we support your location strategy with one of the strongest and most diversified of global presences.
We design, deliver and differentiate customer service for the world’s leading brands – as a global leader in customer service, we can do the same for you, too.