Recognized for Innovation and CX
The global pandemic upended ‘business as usual’ across all industries. As social distancing and remote working took hold, companies accelerated the need for technology to support everything from onsite repairs to training employees. Our award-winning Teamwork AR™ solution, recognized by industry analysts and businesses for its innovation, customer experience (CX) and practical functionality, brings the right technology at the right time.
Whether your company needs temporary remote assistance during a time of disruption or ongoing support for a dispersed workforce, the solution can support your customers and employees. It allows employees to be more efficient by using real-time learning and guidance through remote collaboration, while also keeping them safe by limiting unnecessary travel.
EVERY CONTACT IS AN OPPORTUNITY
CGS agents see each one of our 65+ million interactions per year as unique opportunities to exceed customer expectations and build loyalty with your brand. We offer a dedicated customer support team that receives training on your products and brand to become a seamless extension of your company. Our agents speak the languages of over 2.25 billion people around the world. They provide service through any channels your customers prefer. This means your customers get consistent, reliable service no matter where they reside in the world.
Each customer contact also gives our team the chance to grow your business through upsell and cross-sell opportunities. We analyze the customer interaction data to predict opportunities, so we can provide proactive support to reach your customers before things go wrong.
IMPROVE YOUR CUSTOMER SUPPORT WITH STATE-OF-THE-ART TECHNOLOGIES
The CGS Business Process Outsourcing group will learn your customer support goals. We help you identify the right tools and processes to deliver exceptional service across the customer lifecycle. Our solutions are flexible to meet a variety of needs:
- Offshore, onshore and work-from-home agents
- 24x7x365 or after-hours support
- Scaled coverage for seasonal changes
- Proprietary tools or adopting your own
- Top talent agents so you can scale quickly
- Innovative technologies like robotic process automation, chatbots and advanced analytics
The latest technologies enable agents to assist customers across channels efficiently and add value by enhancing customer satisfaction levels and delivering cost savings. While automation handles simple requests, our skilled support team is always available for your customers’ complex questions. We can also review data from every interaction to improve processes continuously.
AR WITH AGENT ASSIST ENRICHES CUSTOMER EXPERIENCE
Customers are losing patience with ineffective support, from lack of quick access to help to agents struggling to get a firm grasp on the problem to the length of time to get a resolution – if they get one at all. This leads to customer dissatisfaction and impacts productivity and morale amongst agents, which ultimately erodes profits.
According to a recent CGS Pulse survey of tech executives, 95% agree that Augmented Reality (AR) solutions will help organizations better keep up with rising customer expectations. According to executives, AR can improve first-time fix rates (54%), reduce training times for staff and users (53%), save on service costs (47%) and reduce product returns (29%).
Enter CGS’s Teamwork AR™, an AR platform that transports agents into a customer’s home via smartphone or tablet to guide them visually through issue resolution with remote interactive assistance. This helps the customer show rather than explain what’s wrong. Then, the agent can easily communicate steps by adding visual cues to their real-world environment. AR enhances the customer experience by eliminating miscommunication, reducing the length of calls, and improving call wait times and first-call resolution.
NEVER MISS A CONVERSATION THAT MATTERS
Your customers are talking about you. Do you know what they’re saying? CGS was the first contact center outsourcing company with social media monitoring capabilities. We help you listen and respond effectively in a personal way, improving your customer’s experience, increasing brand loyalty and accelerating your growth. We do this while analyzing trends that impact decisions about your business.
Our clients benefit from big-company capabilities with outstanding personalized service. The result is happier customers who buy more, speak positively about your brand and help your businesses grow.
EXPERT SUPPORT OUTSOURCING GETS RESULTS
CGS provides award-winning multilingual customer support solutions from the U.S., Canada, Romania, Chile, Israel, India, South Africa and work-from-home agents. Our specialists manage everything from simple requests to complex technical support across multiple channels: phone, email, chat, AR tools, web and social media.
Our outstanding personalized customer service delivers results. We have:
- Helped a leading household electronics and appliance company improve customer satisfaction survey results by 34%
- Contributed to one of the world's largest mobile telecommunications companies in reaching 100% of customer satisfaction goals
- Reduced no-show reservations for a major restaurant company by 27% through data analytics and predictive scheduling
- Improved customer satisfaction scores 20% for a global cable company
- Reduced No Fault Found dispatches by 30% for a leading technology company
Call & email monitoring, ticket reviews, process adherence reviews, customer satisfaction surveys, agent incentive & recognition
Global Customer Support
Remote agent delivery and premier support centers in U.S., Canada, Romania, Chile, India, Israel and South Africa
25+ Languages Spoken
Includes: English, Spanish, French, Arabic, Dutch, Danish, Hebrew, Portuguese, German, Greek, Italian, Russian, Swedish
Across voice, chat, AR tools, email and social media
PCI compliant, ISO 9001:2015, Soc 2 Type 2 certified, ServiceNow® Certified System Administrator
Product assistance, warranty claims, order support, reservations, device/service activation, inquiries, loyalty programs
65+ million customer interactions annually
First contact center with social media monitoring capabilities
Our agents speak the languages of over 2.25 billion people around the world
“We needed a partner who made customer service their core competency. We needed multilingual support for all our solutions and services and we needed to do that in a unified way. That drove customer retention, loyalty and upsell. We needed to improve, somewhat dramatically, on our SLAs and to be able to predict cost. Those are the things that CGS helped us manage in conjunction with the ability to scale to address our business needs.”
Dan Wilkinson, Chief Commercial Officer, 1WorldSync
The three main challenges Xylem faced were: a decentralized organization, uncommon processes globally, and Multilanguage challenges. CGS solved the problems by introducing a dedicated, 24x7x365, global service desk with Multilanguage capability. It absolutely filled the gap in where we needed to go to with standard processes using best practices globally. “
Richard Lampe, Director of Global Infrastructure Operations, Xylem
“They’ve been very flexible with us... so it’s really worked well. It’s driven mainly by the flexibility, the relationships you can build with the people, the ease of working with them. They’re willing to work with you as a partner. And a lot of companies will say that—everyone says they can do that, but CGS really, definitely prove that every day with us.”
Doug Klees, VP Global Customer Care & Payments, AOL