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HGS Launches New Customer Experience Solution in U.S.CHICAGO, September 28, 2015 /PRNewswire/ -- Digital Natural Assist platform allows companies to seamlessly adapt to today's mobile-first, multi-channel customer Hinduja Global Solutions Limited (HGS) (Listed on NSE & BSE, India), a leading Business Process Management company, announced the U.S. launch of Digital Natural Assist (DNA), a unified customer experience platform that helps companies streamline their customer service communications across all channels. DNA has already been successfully proven in the U.K., saving companies time and money by helping customers easily access information they need, often on their own. "With the expansion of digital, social, and mobile channels, many companies feel overwhelmed when it comes to providing adequate customer service," said Mandeep Kwatra, Vice President of solutions and capabilities at HGS. "The good news is, these mobile natives are willing and eager to help themselves, if you provide the right tools. That's what our DNA solution is all about - making it easier for customers to help themselves, and when necessary, seamlessly integrating agent-assisted support." As a full-service solution, DNA can help companies in complex industries, such as retail, financial services, consumer packaged goods, telecommunications & media and technology, to:
Survey data shows providing a unified customer experience is a key factor for companies aiming to stand out in today's interconnected marketplace. More than half of surveyed consumers said they would use a product or service much less if they could not communicate over their preferred channel.[1] Moreover, 92 percent of organizations that view customer experience as a differentiator offer multiple channels of contact.[2] DNA was successfully used by U.K. Visas and Immigration to intelligently assist more than 2 million visitors to the online visa portal developed by HGS that pushed relevant information to them even before the first point of contact. DNA also made it possible to consolidate 32 disparate visa enquiry services into one centralized solution, providing consistent and reliable information to applicants while reducing average handling time by 58 percent, raising customer satisfaction by 20 percent, and reducing costs. To learn more about DNA and its capabilities, visit: http://www.teamhgs.com/us/solutions-capabilities/consumer-interaction-services/digital-assist. About HGS HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with over 29,000 employees in 60 worldwide locations delivering localized solutions. For the year ended 31st March 2015, HGS had revenues of US $ 458 million. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands. -------------------------------------------------- 1. http://www.teamhgs.com/us/identifying-missed-opportunities-improve-customer-experience 2. http://www2.deloitte.com/us/en/pages/operations/articles/2013-global-contact-center-survey.html SOURCE Hinduja Global Solutions (HGS) |