Tokyo, Japan, Feb 3, 2020 -- transcosmos inc. has released "ContacTrack," an operations dashboard that helps contact center agents better communicate with customers with the aim of improving the value of consumer experience. ContacTrack provides agents with website behavioral history of customers who have made inquiries via their smartphone, thereby helping agents communicate in a way that best matches each individual customer.
As communication channels continue to diversify, consumers today contact customer support centers on various occasions such as when collecting information, asking for advice before purchasing, and booking and buying products whilst going back and forth across multiple channels at any time, any place. Due to such a trend, two-way digital communication that combines text and image data by using web chat and messaging apps has become a standard service.
On the contrary, phone-based communication, the traditional communication channel, remains a time-consuming process for both customers and agents, requiring agents to ask customers detailed questions to identify their situation, products and services that they are considering to purchase, and details of events that they have encountered. Building on its insights gained through operating contact centers over the years, transcosmos has released the service with the aim of reducing the time-consuming process during inquiry and delivering services that best suit each customer.
Posted by Veronica Silva Cusi, news correspondent
About Transcosmos, Inc.:
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
Published: Wednesday, February 5, 2020
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