Focused on improving CX,
now and in the future
In a fast-changing industry like high-tech, the company’s needs are constantly evolving, and TTEC is ready to meet new challenges and opportunities as they arise. We know communication and transparency are keys to a strong partnership, so we are in constant communication with the company as we work together to keep elevating CX. We also closely monitor the brand’s customer journey and associate experience so we can proactively identify where and why friction points occur and quickly implement solutions to remove them. The insights we’ve gained through our longstanding relationship – combined with our expertise in the tech industry, CX, and employee experience – makes TTEC well-positioned to help the brand meet its current goals and prepare for what’s ahead.
Optimized blend of tech support and CX enables better, faster resolutions
Another tech support-related issue arose when associates took too long to resolve customer inquiries, frustrating customers and associates alike. Since TTEC had a long-standing partnership with the brand across the business, we were well-positioned to take a holistic view, identify roadblocks and implement solutions. We provided 340 tech support associates who were based in five countries: the United States, Canada, the Philippines, Mexico, and Bulgaria. TTEC associates fielded several types of tech support inquiries for the company, including software
troubleshooting, hardware and device troubleshooting, help desk support, app and web troubleshooting, and warranty and recall assistance. Our associates were trained to not only provide great technical help, but also to treat customers with empathy – which is important, since many customers who contact tech support are frustrated from the outset. Their combination of technical knowledge and CX expertise enabled them to resolve inquiries faster.
Contact us to learn more.
90% CSAT
85%+ first call resolution rate
50+ NPS, exceeding expectations
RESULTS
6 | Expert support and proactive solutions drive CX growth
ttec.com | 7
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