Consumer Electronics Brand Achieves Cost Savings of 50% With cxconnect.ai in Their Technical Support Division

Consumer Electronics Brand Achieves Cost Savings of 50% in Their Technical Support Division

Key Company Stats

The client is a known leader in consumer electronics with products sold in more than 100 countries around the world.

The Challenge

The client’s technical support needed to review the cost efficiency of global support from multiple locations and sought to find an innovative solution to sourcing language skills at a lower cost than in Europe.

In addition to cost, innovating the solution allowed for a review of the efficacy of the operating process which required navigation of disparate systems and copying and pasting data from their CRM, which was time-consuming and inefficient. Where language skills were unavailable, front-line support staff defaulted to an open-access machine translation, also time-consuming, often inaccurate, and would result in poor CX due to misinterpretation.

An opportunity presented itself to connect with the client's existing tech stack, allowing for reduced license spend, and creating a more efficient solution.

Target Outcomes

• Enhance Customer Satisfaction Scores for chat (now at 92%)

• Support more languages with fewer agents

• Improve agent efficiency

• Reduce support costs

cxconnect.ai Rises to the Top

The client’s technical support division sought solutions to reduce business costs yet maintain high-quality language service for customers. Existing operating processes required copying and pasting data from their CRM to their chat platform, which impacted efficiency and productivity.

In collaboration with their strategic partner, IntouchCX, cxconnect.ai designed a language offering that would address all of the CX opportunities.

The solution allowed for a support cost reduction in excess of 50 percent, by consolidating premium multilingual staff with a low-cost multilingual hub, located in IntouchCX India. Building a more efficient team removed operational challenges of long hire times and premium resource costs. These cost savings not only help to improve the client’s bottom line, but also enables them to re-invest those savings into other areas of their business.

Another benefit of cxconnect.ai is its ability to improve efficiencies, leading to additional cost savings. The client was impressed by cxconnect.ai's integration with their custom CRM, which allowed them to streamline their operations and enhance customer service. Furthermore, cxconnect.ai's translation capabilities allowed for higher quality conversations with customers, as opposed to using an open-access machine translation service which often resulted in poor customer experience.

Implementation

The implementation process was smooth and efficient, taking only two weeks from kick-off to go-live. During the onboarding process, the team identified new opportunities to improve web form integrations with cxconnect.ai's engineering team.

Overall, the client was amazed by the speed and quality of ChatLingual’s translation capabilities. They are now able to support 10 languages from a single high-performing team with IntouchCX, exceeding their strategic goals.

This was a first for the client in many ways – they had never used translation, or leveraged chat as a new digital channel for non-English speaking customers. As an added bonus, by introducing chat, the client’s technical division was able to turn off its non-English voice channel as part of their greater digital strategy.The partnership with cxconnect.ai has been a game-changer for the consumer electronics leader. With the new capabilities and improved operations, the client can now better serve its diverse customer base and provide them with the support they need.

Business Outcomes

• By partnering with cxconnect.ai, the client was able to achieve cost efficiency immediately. 

• Saved 50% on support-related costs

• Able to serve more customers in their native language, in 5 markets

• Improved agent productivity and efficiency

• Greatly reduced non-English voice volume

• Fully integrated chat with their CRM