Roadmap to Optimizing the Customer Experience
Driven by innovation. Powered by people.
Paving the way for a friction-less customer and agent journey.
Multi-channel engagement options to help solve any business problem
We bring the people, tools, and expertise to help you capture and understand insights around your CX and operations.
A smooth running operation is part of the formula for an exceptional and effortless customer experience. HGS can help with:
- An Operational Metric Correlation Study to identify productivity and efficiency areas of opportunities
- Process/call flow adherence
- Agent performance analytics
- Agent desktop analytics
- Compliance analytics
Improving the customer experience requires understanding pain points and moments that matter. Our CX Insights offering includes:
- Voice of the Customer Reports
- Product driver insights
- Sentiment analysis
- Repeat call problem solving
- Transfer call pinpointing
- First call resolution diagnostic
- Channel utilization diagnostic
It's not enough to solve a customer's need, it's more effective to anticipate a need and solve it BEFORE it happens. With our predictive analytics offering, we can forecast:
- Customer churn
- Cross sell / up sell offers
- Customer actions
- Next best agent action
Efficiency is our forte. We bring the automation accelerators to drive real outcomes for your operations.
HGS's front-office automation drives amazing customer experiences and revenue generation employing:
- Automatic dialers
- Virtual assistants/chatbots
- Automatic surveys
- Agent task and scripting automation
- Natural Language Processing for search
Our back-office automation drives operational efficiency and cost take out with:
- Cognitive process automation
- Classification, indexing, unstructured text extraction
- Robotic process automation
- Workflow automation
- Transaction processing
- Record updating
HGS's Automated Enterprise
HGS's Automated Enterprise is an end-to-end intelligent automation approach that focuses on both your front and back office to optimize overall performance and efficiency.
Our automation experts will:
- Identify areas of opportunity.
- Validate using data.
- Design an automation solution(s).
- Develop and test.
- Pilot and train.
- Maintain and optimize.
A huge part of the customer experience often happens online. Our in-house digital agency brings the marketing expertise and resources to ensure a smooth journey by leveraging design thinking, technology, and data.
Digital Customer Experience
The digital customer experience can take many forms. We help build and optimize those channels:
- Journey Mapping
- Web experience technologies
- Mobile strategy and apps
- Augmented/virtual reality
- Chatbots and voice assistants
- Artificial intelligence and cognitive search
We can help collect consumer interactions data, to form predictions about future behaviors, employing:
- Data analytics and intelligence
- Customer data platforms
- Marketing automation
Cloud Managed Services
We help you move from legacy to opportunity, using:
- Cloud migrations/big data migrations
- Cloud enablement and optimization
- Cloud infrastructure maintenance
- API / Integrations
Let's Talk About Impacting Your Customer Experience
for every aspect of customer journey
Converting 80% of SMS Contacts to Leads for Auto Shopping Website
In 2017, customers of an up-and-coming automotive shopping website were experiencing
HGS was engaged to support the organizing committee preparing for both the Olympic and