United: three steps to avoiding a similar customer backlash
The recent problems of United Airlines have been well documented and I wouldn’t like to comment on specific incidents - we have all read so...
With a growing body of multilingual experts in technology, marketing and customer service, Xtrasource offers bespoke suites of both software and support services to clients at the very height of consumer technology innovation.
Specialising in the B2B and B2C technology sectors, Xtrasource is a valuable partner for any company looking to better serve its customers.
Multilingual support is about more than just multichannel customer contact – it’s about meeting the needs of our clients and your customers, and engineering the perfect solutions.
We offer support in over 20 languages. Our large, adaptable network is made up of advisors who are all bi- or trilingual to a native or near-native level. One of our primary strengths is supporting businesses with smaller groups of customers that are spread across multiple geographies and countries, in addition to those with wider customer bases. Having advisors who can switch between multiple languages allows us to offer highly efficient, cost-effective support.
Xtrasource is currently serving over 20 different clients and 5000 products, with language hubs based in the Netherlands and France. Pan-European positioning offers the perfect balance of local and centralised support.
Our multichannel services include:
Most contact centres offer technical support on the basis that the more difficult issues are escalated to their clients when the issue reaches a certain level. At Xtrasource, escalation to our clients only takes place in the most serious cases.
With an average tenure of over four years, our advisors are highly trained, skilled technical support professionals with in-depth knowledge of every product. The vast majority of the time, our people can help your customers right away.
In addition to reducing escalation, Xtrasource takes a proactive approach to improving the products we represent. We look at the data from every communication with customers to identify common issues, and feed suggestions for improvement and self-help solutions back to our clients. Services can include product testing, small-scale fulfilment and the creation of client-specific solutions for customer support challenges.
Knowledge and self-help are closely tied to our CRM reporting technology, allowing us to maintain up-to-date and consistently relevant resources.
Xtrasource offers brand-agnostic connectivity support that covers a wide range of devices. The Internet of Things (IoT) and Machine2Machine (M2M) are going to be around for a long time – device connectivity support across a range of areas, from kitchen appliances to entertainment, is vital.
Our knowledge of universal elements like router and cable connection issues, third party devices and device diversification makes Xtrasource the go-to partner for any company looking to advance its connectivity services. We offer all of our standard communication and support channels across multiple languages. In addition to this support we can also offer user manual proofing, software translation and a dealer hotline service.
To learn more about our work with the IoT and M2M, get in touch with our regional expert today.