Improving the experience for my customers while managing my budget

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

We know from our own research that 45% of contact center operations could be automated by 2027 if you choose the right technology. It’s the only way to manage the 3,000bn customer service interactions we expect globally per year by 2027. So, how do you master this technological change when change is the only constant?

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. As a leader in EMEA and 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.