transcosmos launches VoC marketing solution that improves usability and boosts CX

Overview of VoC Marketing Solution

transcosmos builds and offers a VoC marketing chain, an operational flow that enables businesses to create a cycle of collecting VoC data based on hypotheses, conducting strategic analysis, executing tasks and making improvements.

transcosmos inc. is proud to announce that the company has launched a VoC marketing solution that helps customers solve their marketing challenges. The VoC marketing solution offers a framework that centrally manages diverse VoC (voice of the customer) accumulated through consumer touchpoints in channels such as social media and call and chat services managed in contact centers. Transforming accumulated VoC into tactics, transcosmos customer experience (CX) analysts offer the right solution for customers to solve their marketing challenges.

Today, companies from all industries conduct various initiatives to enhance CX, such as website analytics, questionnaires and advertising, and try to come up with improvement plans based on action logs captured by such initiatives. Yet action logs only tell businesses the behavior of users who took action, meaning they can’t implement initiatives that address unseen challenges. In order to solve such challenges, transcosmos helps many businesses increase the usability of their official websites and improve their digital marketing initiatives by making them use VoC captured by call and social operations through TCI-DX solutions, the unique solutions of transcosmos that drive businesses to achieve their digital transformation (DX).

Now, transcosmos has determined that businesses must take initiatives that cover 90% or more VoC to deliver industry-leading CX. The company made the definition based on its proven track record of VoC-driven initiatives and expertise in managing a range of contact center and digital marketing services, while also considering the contribution that VoC initiatives make to enhancing CX. Using the ratio as a key performance indicator (KPI), transcosmos will integrate various VoC data captured in each channel, analyze the integrated data, put the findings into tasks, and finally offer customers a VoC marketing solution, a new method to improve CX, working together with his operational team.

Overview of VoC Marketing Solution

To get the most out of a VoC marketing solution, it is critical to continually increase the value of the voice of consumers by improving the quality of VoC data. To achieve this goal, transcosmos builds and offers a VoC Marketing Chain, an operational flow that enables businesses to create a cycle of collecting VoC data based on hypotheses, conducting strategic analysis, executing tasks and making improvements.

VoC marketing workflow

Leveraging its unique strengths – its ability to offer services in the contact center and digital marketing domains – transcosmos will continue to help clients solve a range of challenges by making meaningful propositions and offering operational services for each individual client.

  • transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
  • Other company names and product or service names used herein are trademarks or registered trademarks of their respective companies.

About Transcosmos Inc.

transcosmos started its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance our clients’ competitive strength by providing them with superior and valuable services. transcosmos currently offers services that support customers’ business processes, focusing on both sales expansion and cost optimization through our 173 bases in 28 countries/regions with a focus on Asia, while continuously striving for operational excellence. In addition, following the growth of the e-commerce market on a global scale, transcosmos provides comprehensive global e-commerce one-stop services to provide excellent products and services to our customers to users in 46 countries/regions worldwide. transcosmos strives to be our clients’ “Global Digital Transformation Partner”, supporting clients’ transformation through the use of digital technologies, responding to the ever-changing business environment. Visit us here https://www.trans-cosmos.co.jp/english/

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