How tkg powered better customer service through smart tech sourcing

The brief.

The client sought to replace a failing legacy voice platform which was causing service levels to be breached, negatively affecting customer experience. They approached tkg to urgently source a replacement that would stabilise their current challenges and meet their future needs.

Our services.

Within the programme, we enabled our client to:

• Analyse customer contact behaviours and volumes across all channels to reveal true contact patterns and usage insights.
• Expertly source an enterprise-grade customer experience platform that offered digital services, omnichannel capabilities and resilient voice systems with integrated AI and automation features.
• Utilise tkg’s specialist journey mapping and customer experience team to provide expertise in CX strategy and provide ongoing transformation delivery support.
• Unify diverse multi-region stakeholders around one strategic vision and transformation approach, ensuring smooth platform implementation.

“tkg collaborated with us to conduct a 360˚ review of our customer contact strategy, with a focus on delivering exceptional customer experience. They helped us to enhance our customer contact channels, enabling us to swiftly respond to our customers, who need immediate support due to the nature of our business. We continue to enhance aspects of our customer experience strategy, working in partnership with tkg.”

The result.

The new platform is providing enhanced consumer experience, measurable growth and a competitive edge for the client. We continue to work with them to deliver a seamless multi-channel customer contact experience, fit for the future.