Digital-first customer lifecycle management for BNPL companies
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Digitally savvy customers expect seamless omnichannel engagement across the consumer lifecycle. Firstsource’s Digitally Empowered Contact Center (DECC) is specifically designed to help BNPL companies meet evolving consumer expectations – across identification, acquisition, onboarding, support and growth. It blends next-gen technologies such as cloud, AI and analytics with the human touch, offering end-to-end customer support.
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Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
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A leading British retail bank was planning a critical tech migration from their legacy system to a new platform. To offer customers the support they might need during the transition, Firstsource was asked to provide a contingency contact center of 270 Full Time Employees (FTEs) for four months to boost the client’s own telephone banking team of 1,000. How to succeed at fintech
With fintech sweeping across financial services and disrupting long-standing business models, one ponders: what makes for successful fintech? This guide explores the logic behind a business model approach to fintech and uses debt collection as a business example.
Leading PE-backed financial services marketplace reduces annualized costs by ...
Leading PE-backed financial services marketplace reduces annualized costs by ...Firstsource Solutions Limited
The online real estate auction company hired Firstsource to modernize its back-office functions and reduce costs. Firstsource established offshore centers and a new onshore operations center to take over non-core support functions. This allowed the company to reduce annual costs by $14 million while significantly scaling operations. Firstsource completed the modernization project within six months while minimizing business disruption.Seven steps to citizen development
To find out what your employees are really capable of, follow our seven steps to successful citizen development
The Firstsource Automation League | Case Study
Firstsource brings the promise of citizen development to life, making work easier and better for thousands of employees and customers.
The three pillars of successful debt collection
In this paper, we explore how to build a Digital Debt Collection strategy that improves customer experience and recoveries.
Using digital patient engagement solutions to collect balances and improve cu...
Using digital patient engagement solutions to collect balances and improve cu...Firstsource Solutions Limited
Embracing the New Normal
Using digital patient engagement solutions to collect balances and improve customer satisfaction
Analytics helps a leading online TV service provider improve complaints handl...
Analytics helps a leading online TV service provider improve complaints handl...Firstsource Solutions Limited
The Firstsource analytics solution helped the company uncover customer insights, apply them to improve their complaints handling process, and increase NPS.Top UK bank stays ahead of omni-channel demands with customer intelligence
Top UK bank stays ahead of omni-channel demands with customer intelligenceFirstsource Solutions Limited
Firstsource’s customer analytics solution helped the client pinpoint friction points and deploy corrective measures, identifying $1.5 million in annual savings opportunities.More from Firstsource Solutions Limited (20)
6 ways Intelligent Automation helps FinTech debt collection
6 ways Intelligent Automation helps FinTech debt collection
Memorial Regional Health at Craig increases cash collected by 65%
Memorial Regional Health at Craig increases cash collected by 65%
$4M auto lease debt recovered for a luxury brand while building loyalty
$4M auto lease debt recovered for a luxury brand while building loyalty
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Digital Mailrooms: The heartbeat of modern Health Plan operations
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From outsourcing to innovation: partner to revolutionize mortgage servicing
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UK retail bank responds to customer service crisis with fast ramp of 750 FTEs
UK retail bank responds to customer service crisis with fast ramp of 750 FTEs
Leading PE-backed financial services marketplace reduces annualized costs by ...
Leading PE-backed financial services marketplace reduces annualized costs by ...
Using digital patient engagement solutions to collect balances and improve cu...
Using digital patient engagement solutions to collect balances and improve cu...
Analytics helps a leading online TV service provider improve complaints handl...
Analytics helps a leading online TV service provider improve complaints handl...
Top UK bank stays ahead of omni-channel demands with customer intelligence
Top UK bank stays ahead of omni-channel demands with customer intelligence
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Climate Impact of Software Testing at Nordic Testing Days
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In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
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How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
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Cosa hanno in comune un mattoncino Lego e la backdoor XZ?
ABSTRACT: A prima vista, un mattoncino Lego e la backdoor XZ potrebbero avere in comune il fatto di essere entrambi blocchi di costruzione, o dipendenze di progetti creativi e software. La realtà è che un mattoncino Lego e il caso della backdoor XZ hanno molto di più di tutto ciò in comune.
Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
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Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
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Digital-first customer lifecycle management for BNPL companies
- 1. The exponential growth in 'pay-later' adoption is forcing BNPL companies to focus on elevating the customer experience to increase customer satisfaction and lifetime value and enhance bottom line impact. The challenge? Robust omnichannel customer lifecycle management demands seamless orchestration of multiple components – from streamlining processes and deploying the right technologies to tapping into skilled resources. Digitally savvy customers expect seamless omnichannel engagement across the consumer lifecycle. Firstsource’s Digitally Empow- ered Contact Center (DECC) is specifically designed to help BNPL companies meet evolving consumer expectations – across identi- fication, acquisition, onboarding, support and growth. It blends next-gen technologies such as cloud, AI and analytics with the human touch, offering end-to-end customer support. Firstsource Customer Experience solution We can help. Customer Acquisition & Onboarding Reacquisition Prospect & Discover Customer Acquisition Customer On-boarding & Underwriting Win-back Customer Customer Care Customer Growth Customer Support Customer Success Maximize customer engagement and satisfaction at every step Digital-first customer lifecycle management for BNPL companies Full Payment Partial Payment Set Up Payment Plan DESIGNATED AUTHORIZATION FORM CHOOSE YOUR PAYMENT TYPE
- 2. In today’s experience economy, improving customer acquisition, retention and brand reputation requires the ability to seamlessly scale operations – all while ensuring compliance and security. Our digital-first solution streamlines customer lifecycle management and eliminates operational constraints, allowing your staff to focus on what matters the most – boosting the customer experience and driving growth. It mobilizes our deep expertise in Contact Center Management, Customer Lifecycle Management as well as Digital Debt Collections, helping you deliver personalized experiences on a channel of customer’s choice. The flexible and modular offering is available as a turnkey solution or point solutions, based on your requirement. Get customer experience right We partner with two of the top 5 global BNPL companies, sstreamlining support operations and elevating the customer experience. We can do the same for you. Talk to us. Cost saving opportunity 15-20% Improved take up of service calls and reduced repeat calls Developed webchat and social media strategy Deployed new processes and checkpoints for workforce planning We helped a UK-based online bank streamline customer support and improve customer experience