89% of brands want to compete primarily on the basis of great CX. But according to recent research, only 8% of them are doing a good job. Why the disconnect? It takes time, money and resources to create personalized experiences across a variety of touchpoints. But does the cost have to outweigh the benefit? Introducing DigiCX.
As a successful, luxury car brand, this client was looking to extend their brand in Europe and ensure an exemplary customer experience every step of the way. Partnering with HGS, the client built a state-of-the art customer care center in under two months. Using the DigiCX platform and suite of products, the customer care center supports unified engagement via voice, email, chat, and high-impact video chat.
HGS provided a unified digital customer engagement strategy that seamlessly combined high-empathy interaction through digital assist chat, voice, and email to support parents as they navigate through the first 1000 days of a baby's life. The new digital engagement added 24/7 access and made it easier than ever before for customers to connect with Danone.
HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps retain valuable customers.
In this video, Lauren Kindzierski – VP Solutions and Capabilities, HGS , talks about how to make customer experiences real, seamless and valuable across multiple devices and channels. She says , understanding customer behavior patterns and addressing them in real time is the key differentiator for companies to do better business with their customers.
Companies with large scale staffing for back office work with agents performing high-volume, highly transactional processes now use robotic process automation to increase capabilities and reduce cost and time. HGS’s Robotic Process Automation can help drive significant change in both front office and back office work. It can improve accuracy and quality in the short term and increase productivity & improve process time in the long run.
Collecting data and analyzing numbers is just the beginning. HGS Analytics and Insights solutions are proven to develop actionable insights that transform your services and intelligently guide product enhancement decisions. The results are higher customer retention, increased satisfaction, and lower agent attrition by anticipating and addressing possible issues by proactively addressing issues.
HGS staffs more than 1,500 RNs (Registered Nurses) offering end-to- end healthcare solutions. HGS' programs range from general member engagement such as claims status inquires to highly complex medical necessity calls (e.g. 9-1-1) as well as a full spectrum of back office processes from simple data entry to highly intricate, effective, and accurate medical cost management programs.
Perfecting the customer journey one interaction at a time means we listen to customers and the reasons they are calling. Using speech and business analytics, the HGS Business Excellence team proactively anticipates key call driver topics, publishing videos and valuable knowledge base articles that can easily be found online or via a mobile device. Helping the customer, when and where they want to be supported, regardless of device…that’s great customer self-service.
Look no further. This video explores the combination of business insights, big ideas and futuristic technology required to achieve a digital revolution. A complete set of digital services, a marquee client base and a world class portfolio are some of the reasons you should consider HGS to support your Digital Marketing & Enablement Services requirements.