Redesigning Customer Experiences for a Forex Trading Company that offers currency solutions for retail & corporate clients

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Client Overview :

The client, the first to share free Forex information over the internet, is an award winning, global company with over 23 years of experience in the industry

Definition

  • Quality Management System
  • Single channel approach only voice support
  • Structured analytical model
  • Metrics to define customer experience
  • Single source of information

Solution

  • Deep dive analyses to gauge customer experience and FCR
  • Manage reporting
  • Track productivity
  • Create custom training & delivery modules
  • Multi-channel support
  • Seamless cross-channel communication
  • Build proprietary tools
  • Outbound calls for complete thorough resolutions

Impact

  • Improve CSAT Score by 95%
  • Multilingual Customer Support
  • Increased outreach
  • 73% of personnel are off-site
  • Reduced operating costs
  • Continuous skill enhancement
  • Maintaining business standards
  • Greater regulatory compliance