Driven by customer insight
Best in Class Customer Experience
Customer service has always been a key differentiator to develop lasting, loyal customers. Companies now have increasing challenges as they cater to various customer segments, each with their own preferences and behavior. Teleperformance since 2013 has monitored consumer’s changing behaviors and expectations around the globe via our CX Lab research center. Here are some of our latest key findings:
Instant Messaging, Social Media and Mobile App grew the most in 2020
While Mobile App and Instant Messaging contacts have grown over time, Social Media had not shown substantial growth prior to COVID.
The channels that companies make available matter to customers
Those who were happy with their contact options were 43% more loyal than those who were not.
Virtual Assistant continues to grow
Over ¼ of consumers are willing to be answered by a virtual assistant, such as a chatbot, instead of a human. Chatbots had the 4th largest growth in adoption.
Customer Service Differentiation
26% of consumers are willing to pay more for better customer service, especially Millennial consumers.
Grab our white paper on what consumers want vs what they get here
Launched in 2013, the award-winning Teleperformance CX Lab is a research center dedicated to monitoring consumers’ changing behaviors and expectations globally to help companies improve their customer service strategies. The latest edition analyzes consumer sentiment during the pandemic across 13 countries and 19 sectors to understand the sentiment of five generations.
Transformation in our DNA
With technology and data security vendors bringing in new products to the market on a daily basis, prioritizing which technology you need to implement can become tricky. With our T.A.P.™ framework, we can help you identify which improvement areas to prioritize, transitioning safely and swiftly to smart operations.
Our transformation relies on our T.A.P.™ framework to unlock value for your customers’ experience, improve your journey in an ever-changing business landscape, and reduce the learning curve for your customer success specialists (CSS). T.A.P.™ can help on a wide range of questions, from improving operations, increase customer satisfaction and brand loyalty, revenue generation, as well as maintain data protection commitments.
Voice to messaging
Robotic process automation