Today's customers seek unique and authentic experiences in an increasingly fragmented marketplace. Providing the right product information at the right time and adopting differentiated customer service interactions for higher engagement and gaining better customer insights are critical imperatives.

For CPG organizations, implementing the right strategies to reduce costs and improving customer satisfaction across all potential customer touch-points become sources of competitive differentiation. However, with growing competition, it is becoming difficult for CPG companies to create standardization while providing excellence in consumer experience across channels.

WNS’ next generation customer service solutions for CPG organizations provide comprehensive integration of omni-channel customer experiences to manage consumer affairs. Through the enitre customer life-cycle of customer acquisition, we utilize all available channels to effectively manage communication and create best-in-class consumer experiences at optimized costs.

The WNS Advantage

WNS provides end-to-end solutions that include contact center consulting, social media and workforce management support. Our global delivery centers provide accurate and consistent customer context across all touch points. Our solutions enable our clients to view a comprehensive audit trail of customer interactions, across all communication channels.

Domain Expertise: Our deep domain expertise and strong operations extend across multiple channels — voice, IVR, e-mail, SMS, fax, physical mail, web chat, social, mobile and virtual assistant. Backed by our research and analytics arm, we deliver technology-driven transformation solutions and provide greater customer and market insights. Additionally, our social media management enables our clients to build and manage strong customer relationships.

Analytics-embedded Solutions: We integrate analytics, technology, domain and process expertise to drive strategic and transformational initiatives. We deploy our proven ‘EnABLE’ transition methodology to accelerate ‘go-to-market’ timelines. Through Lean and Six Sigma methodologies and innovative knowledge-sharing customized to clients’ requirements, we ensure a continuous improvement framework of business process excellence. Our sales center of excellence enable clients to achieve accelerated revenue growth. Our global delivery centres provide an ideal balance of delivery models, skills, cultural alignment and minimized risks for our clients.

" ...by leveraging the capabilities of WNS, we will take our customers’ experience to the next level. We have chosen WNS as our partner because they bring a deep understanding of customer needs, have a track record of operational excellence and most importantly, are aligned to our values."
Russell Taylor

Customer Services Director, T-Mobile

Innovative CIO Award 2016

Services

     

  • Sales / Up-sell /Cross-sell
  • Consumer Retention
  • Consumer Affairs
  • Credit Management
  • Technical Helpdesk
  • Collections
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