With more information for purchasing decisions and newer channels for customer interaction, today’s consumer is smarter than ever before. Companies need to adopt newer customer service interactions to engage more intensely with customers and gain better customer insights.

Retailers need to provide standardized customer experiences seamlessly across channels to outperform in a highly competitive market. They need to insightfully leverage Customer Relationship Management (CRM) data, and integrate customer service centers and technical helpdesks with sales and marketing opportunities. They must be able to deploy the right channel and efficient processes across various regions without compromising customer experience. To deliver such next generation customer services profitably in a global environment, retail organizations need expert support to redefine customer service as an important strategic differentiator.

WNS’ next generation customer services help retail companies transform customer relationship management to superior trans-channel customer experiences. Through improved processes and consolidated services, we deliver the highest customer satisfaction at optimized costs.

The WNS Advantage

WNS next generation customer service solutions help retailers offer an integrated and seamless omni-channel customer experience. Through the entire customer life-cycle of acquisition, support and retention, we provide end-to-end solutions that include contact center consulting, social media and workforce management support.

Our 300+ employees in our global delivery centers across 10 countries support customer interaction services in multiple languages for the world’s leading retail companies.

Business Outcomes

In a volatile and fragmented market landscape of changing consumer preferences and complex buying patterns, our next generation customer services provide the following advantages:

  • Proven ‘EnABLE’ transition methodology for accelerated timelines
  • Flexible engagement models and ‘gainshare’ deal structures
  • Sustainable profitability through integration of analytics, technology optimization, domain and process expertise

Embedded Analytics: Our deep domain expertise and strong operations are backed by our research and analytics arm to deliver technology-driven transformation solutions. We embed analytics into each of our solutions for greater customer and market insights. Our sales center of excellence enable clients to achieve accelerated revenue growth. Our innovative engagement models drive long lasting partnerships with clients for strategic and transformational initiatives.

Customized Best Practices: We transform customer interaction services by leveraging technology and customizing best practices to address specific customer contact scenarios and issues. Our continuous improvement framework of business process excellence deploys Lean and Six Sigma methodologies and innovative knowledge sharing initiatives to collaborate with clients and set higher peaks of efficiency.

Global Delivery Excellence: Our global network of 40 delivery centres supports more than 30 languages. We provide a strategic balance of diversified delivery models (onshore, near-shore and offshore) with the right skills and cultural alignment to minimize risks and enable our clients to outperform for success.

" I am delighted the team is living up to our expectations and delivering sensational customer service."
Rob Hartley

Senior Sales & Customer Service Manager, Lastminute.com

Golden Peacock Innovation Management award 2016
  • Sales / Up-sell / Cross-sell
  • Customer Retention
  • Order-to-Cash (O2C)
  • Customer Service
  • Credit Management
  • Technical Helpdesk
  • Collections
  • Social Media
  • Live Chat
  • Multi-channel Optimization

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