Customer experience for the technology industry

Keeping up with the evolutionary speed of the technology industry is one of the main risks that customer experience faces. As a tech brand, you need to move quickly to ensure that your CX exceeds expectations. But how do you know if you’re hitting the mark? With our approach to data management and capturing customer insights to deliver personalization at scale, we can help you transform your CX.

Support that keeps your brand and customers ahead of the technology curve

60%

of consumers have purchased from a brand based on the service they expect to receive
(Source)

70%

of consumers see a clear gap forming between those who use AI well and those who don’t
(Source)

61%

of customers feel companies treat them as a number rather than an individual
(Source)

Humanizing the tech industry

CX is as important as new products and services

80%

say the experience a company provides is as important as its products and services
(Source)

Too often technology companies aren’t innovating, or even iterating, their levels of customer experience at the same rate at which they’re launching products and services.

This is a serious oversight because a large majority of consumers believe the quality of CX is as important as the products and services themselves in their purchase decision.

How we help

A digital-first approach to CX design ensures a real ROI
Omnichannel CX that’s consistent and drives customer satisfaction
Combine the right voice and non-voice capabilities for a truly human-centric experience

Technical expertise — embracing disruption

64%

of customer service associates who use AI say it helps them personalize their correspondences
(Source)

Even when the technology industry is accustomed to high turnover, the talent shortage has become the highest risk of technology adoption.

With investment in emerging technologies skyrocketing, there’s increased demand for qualified tech support agents.

How we help

Delivering fast, effective omnichannel resolution with tier 1 and tier 2 tech support
Providing the technical mastery and soft-skill foundation to develop a solid team of experts and ambassadors for your brand
Technology industry expertise in understanding and prioritizing the experiences that drive customer loyalty and satisfaction

Creating an environment of trust

7 in 10

customers say trust in brands has become more important
(Source)

Brand loyalty is the ultimate goal of any organization. But without trust, consumers are not prepared to make a long-term commitment to a company, particularly within the technology space.

Moreover, it takes trust to hand over personal data which, in turn, is essential to creating a personalized CX. Customers rely on your brand to provide privacy and data security that delivers peace of mind with every contact.

How we help

Highly trained and certified staff, prioritizing your data security and risk management
AI-based technology to predict critical situations and prevent social fraud
Secure, cloud-based contact center solutions providing the most robust framework — ISO 27001 certified

How can your brand stand apart in the minds of customers?

Technology organizations that minimize customer effort enjoy a lower cost to serve, lower churn rate and have a customer base that’s more likely to advocate. To learn more about the importance of customer effort and building a CX for the future, check out our best practice guide.

Read guide

Your connection to CX expertise for the technology industry

A top-down view of associates working at their computer stations in a contact center.

Banking & financial services

Case study

Fintech accelerates agent training speed and puts the brakes on attrition

Within six weeks, our team developed a solution called the Early Bird approach.

Guide

How CX is humanizing the technology industry

In the face of fierce competition, technology brands can use these CX best practices to…

Customer service agents, business process outsourcing

Blog

Why outsourcing is key to tech startup success

From ensuring that customer experience grows in line with the customer base to providing data-driven…

Whitepaper

CX roles of the future 2035

In this whitepaper, we dive into five key insights about the future of work.

Related Certifications

PCI DSS

ISO 27001:2013 and ISO 27002:2013

SOC Type 1 and SOC Type 2

Your partner for best-in-class technology customer experience

Empower your CX strategy with digital-first solutions powered by the human touch. Boost revenue and customer retention with agents who handle everything from troubleshooting wiring issues to facilitating a seamless shopping experience with expert insights and deep product knowledge.

+800

brands trust us with their CX

150K

associates across the globe

customer experiences supported daily

delivery countries