Meet Your Customers
When, where, and how they demand, with our innovative digital solutions.
Our suite of DigiCX services and solutions
When your customers want to hear a friendly voice on the line, we can help. This high-touch, high-empathy engagement option can help deliver exceptional customer experiences, beyond expectation. Drive customer retention, loyalty and generate new revenue via upsell and cross-sell.
Best-In-Class VOIP Telephony
We leverage the best-in-class telephony technology to ensure an uninterrupted and clear conversation, with little to no downtime.
Never make your customers wait on hold again. Give them the ability to schedule a callback and hold their place in line.
Leverage speech analytics to decode the voice of the customer. Receive an in-depth analysis to help make better business decisions.
Historically, email was a great channel for non-urgent inquiries. Over time, it has become one of the highest sources of volume for customer care. Our team has figured out a way to innovate email using intelligent forms to deflect the "easy" inquiries into an effortless self-service option to significantly reduce voice contacts resulting from email.
Abandon the typical 48-hour email response time by leveraging our intelligent forms, which help deflect the easy email inquiries into an effortless self-service experience.
We help our agents find the right answer, fast by leveraging artificial intelligence to predict the right response to an email inquiry.
Creative and User Friendly Design
Customer service emails don't have to be dull and boring. HGS's creative digital marketing agency helps our clients design email templates that are engaging and user friendly.
Chat is an important channel for those brands looking to increase online revenue or provide an effortless customer care experience. This device-agnostic channel allows your customers to engage in a web chat session either on-demand and with a more sophisticated, customized service.
Mobile, Tablet, or Desktop Chat
Whether you are deploying chat for customer acquisition, account servicing or retention, our team will help design a chat experience that is device agnostic, and effortless- to drive dramatic business results.
Real-time Sentiment Analytics
Watch and observe the sentiment and emotion of your customers in real time, and jump into the conversation when necessary.
Analytics to Drive E-Commerce Sales
Leveraging real-time analytics and business rules, we can populate a chat invite to the right customer, at the right time, in order to drive conversations.
With both automated and live agent-assisted texting options, businesses can deflect call volume and allow a more conversational way for customers to connect with a brand—all while arriving at the answers needed to help solve customer challenges, via mobile device and on-the-go!
Proactive Text Notifications
Help deflect volume by notifying customers with a text message alert before they even realize they have a need. This solution is ideal for order status updates, subscription renewal, data usage overage, potential fraud, and credit card expiring.
Two-Way Text Customer Service
Give on-the-go customers the option of contacting customer service via SMS by text enabling toll-free or 800 number. Make it easy for customers to send pictures of videos of defective products.
Text Analytics to Decode the Voice of the Customer
Learn what customers are inquiring about using text analytics. Receive an analysis segmented by praise, complaints, suggestions, questions, and requests, and use it to share with the enterprise to help make business decisions.
Artificial Intelligence and Automation
Leverage the power of artificial intelligence to weed out the non-actionable posts, so agents don't waste valuable time reviewing. Apply rules based automation to route the right posts, to the right team for response.
The E.P.I.C. Approach
Engage. Protect. Inform. Create. Engage 24/7/365 with customers to resolve inquiries in channel. Protect the brand’s reputation from a PR crisis. Inform internal teams on trends shared by customers. Create memorable moments using authentic and creative responses.
Chatbots for Facebook Messenger
Chatbots can have huge benefits if deployed correctly, using the right resources to optimize the machine learning technology. We help our clients design and deploy a chatbot strategy for volume deflection, which is perfect for seasonal or peak times
Customers want accurate, relevant, and complete answers to their questions, on first contact. They demand a web experience that's fast, low-effort, and engaging. We help our clients build an online help center so customers can resolve their issues without contacting customer service.
Natural Language Processing (NLP) for Easy Search
We help customers find the right answer, fast, by deploying NLP for an easy Googlized search. No longer do customers have to sift through hundreds of results, hoping to find the answer.
Smart Channel Selector for Channel Guidance
Using our Smart Channel Selector, we guide customers to one right answer, or the best channel for resolution.
Analytics for Optimization
By deploying an analytical dashboard on the backend of the on-line help center, we track whether customers are getting their issues resolved via self-service and work to continually optimize the portal.
Easy to Deploy, No App Required Tap into your customer's video camera while on the phone with them, by sending a simple link via SMS. Once clicked, the video camera will launch and allow service reps to see what the customer is seeing. It's that easy. No app or downloads are required.
Easy to Deploy, No App Required
Tap into your customer's video camera while on the phone with them, by sending a simple link via SMS. Once clicked, the video camera will launch and allow service reps to see what the customer is seeing it's that easy. No app or downloads are required.
Capture Images While Viewing
While viewing the live video, agents can take screen shots of the product for documentation and warranty history. Allowing them to draw on the image and take notes where needed.
Reduce AHT, Warranty Claims, Product Returns, and More!
A picture, and, better yet, video, is worth a thousand words. Help your agents diagnose product models or walk customers through installations easily with the click of a button, saving time, money, and resources.
Mobile messaging is the perfect customer service and sales solution for any company that has a mobile app that is used for orders, reservations, transactions and more. Talk to your customers right there inside the app.
Send and Receive Multimedia
While inside the app, give customers and agents the ability to send pictures of videos back and forth for a better shopping or service experience.
Start, Stop, and Continue Conversations
Allow your customers the ability to start, stop, and continue the conversation with an agent, without having to end the session. This strategy provides a very convenient and effortless experience for your on-the-go customers.
Text Analytics to Decode the Voice of the Customer
Learn what your customers are inquiring about using text analytics. Receive an analysis broken down by praise, complaints, suggestions, questions and requests and use it to share with the enterprise and help make business decisions.
A work-at-home customer care team can be the perfect solution for your hiring, staffing, and attrition obstacles.
Expanding your recruiting footprint using a work-at-home team, gives you the flexibility you need to ramp seasonally or during a crisis or recall.
Cover All Hours of Operation while Decreasing Attrition
No more challenges trying to find team members willing to work the overnight or weekend shifts. This coverage supports you when you need it most.
Expand Your Recruiting Footprint
Expand your recruiting footprint and talent pool by finding the right-fit agent and skillset for the right role and position.
See How We Help Resolve 97% of Customer Issues Via Self Service
for every aspect of the customer journey
Reducing Churn, Generating Revenue for a Major North American Telecom Company
In 2008, a North American telecom leader needed a new strategy designed to achieve
Increasing industry competition and customer expectations have raised the bar for