Category: Customer Experience
-
How Live Chat Transforms Insurance Claims with Speed and Transparency
The insurance industry today faces mounting pressure to meet rising customer expectations. Lengthy claims processes, a lack of transparency, and heavy reliance on manual interactions often lead to frustration and declining satisfaction. In an increasingly competitive market, insurers must transform the way they operate to deliver a customer experience that is fast, accurate, and transparent.… Read more
-
Enhancing Contact Center Performance with 24/7 Availability Solutions
Categories: Customer ExperienceIn today’s hyper-connected digital era, service availability has become a key factor in delivering a satisfying customer experience. However, for many companies, keeping a contact center running optimally outside of standard business hours remains a major challenge. How can you ensure your service stays responsive and high-quality, even after office hours? The answer lies in… Read more
-
Enhancing Reach and Engagement with Human-Centric AI
Categories: Customer ExperienceReaching out to customers through outbound communication channels in a mass manner often does not deliver the desired results. Although technology is advancing rapidly, the biggest challenge in outbound communication is how companies can engage with customers in the right, relevant, and personalized way. In today’s digital era, customers are increasingly selective in receiving information—especially… Read more
-
Enhancing Contact Center Management Visibility with KPSG
Categories: Customer ExperienceDid you know that without efficient and transparent management, companies risk losing opportunities to improve customer satisfaction and operational efficiency? That is why enhancing visibility in contact center management is crucial for long-term success. Why Is Transparency in Contact Center Management Important? Effective contact center management requires clear supervision and monitoring of various operational aspects,… Read more
-
KPSG’s Role in Building a Digital BPO Ecosystem for Contact Center and CX Management
As technology continues to dominate the business landscape, the way companies serve their customers is evolving. Today’s customers expect service that is fast, consistent, and relevant. To meet these expectations, organizations require operational systems that are more flexible and efficient. This is where Business Process Outsourcing (BPO) plays a critical role, not merely as a… Read more
-
Faster, Measurable Outbound Communication with Robocall from KPSG
When a company needs to reach a large number of customers quickly, whether to send payment reminders, announce promotions, or deliver important updates, outbound communication plays a critical role. However, managing this process manually often consumes significant time and resources. This is why many organizations are now turning to robocall technology. Robocall enables automated voice… Read more
-
Why Your Live Chat Needs Chatbot Support to Stay Responsive During Peak Hours
Live chat has become one of the primary customer service channels in today’s digital-first business environment. Compared to email or phone support, it offers faster, more convenient real-time interactions. However, when chat volumes spike, particularly during peak business hours, many companies struggle to maintain quick and consistent responses. To address this challenge, chatbots have emerged… Read more
-
The Critical Role of Responsive Live Chat in Strengthening a Company’s Omnichannel Service Strategy
In today’s increasingly competitive business environment, the way companies interact with customers has become a decisive factor in determining market leaders. One of the most crucial elements in this interaction is the speed of response. Live chat emerges as a strategic solution that complements other channels such as email and telephone by delivering instant and… Read more
-
WABA: Automate and Personalize Customer Service Through WhatsApp
WABA, or WhatsApp Business API, has emerged as a leading communication channel for companies aiming to deliver fast, efficient, and personalized customer service. With over 2 billion active users globally and high penetration in Indonesia, WhatsApp provides an ideal platform to reach customers directly, anytime, anywhere. As the demand for responsive and scalable service grows,… Read more
-
Connecting Businesses with All Customer Generations: KPSG’s Flexible Contact Center Solution
Categories: Customer ExperienceIn today’s fast-paced and ever-evolving digital era, businesses are required to be more flexible in how they interact with their customers. Not only that, they must also accommodate the diverse communication needs of different customer generations. That’s why a flexible and integrated contact center (CC) solution is essential to ensure that businesses remain relevant and… Read more
