BUCHAREST, ROMANIA – Media OutReach Newswire – March 21, 2024 – TDCX, (NYSE: TDCX), an award-winning provider of digital customer experience (CX) solutions for technology and blue-chip companies, announced its partnership with Volvo Cars to an extra effort for its customers in several markets in Europe. TDCX provides customer support services in more than seven languages across multiple channels, including phone, email and social media. Through this collaboration, customers are served in their native language and benefit from faster response times and a seamless experience across their preferred channels. TDCX also supports pre-sales activities, completing the complete customer journey.
Automakers are increasingly shifting gears, prioritizing customer experience in response to customer demand. Less than one European in ten believes that automobile brands[1] deliver a good digital experience (e.g. online, in-app experience), while another study showed that almost half of customers consider switching car brands after a negative customer experience encounter[2].
Mr. Niclas Medin, Head of Outsourcing at Volvo Cars, said: “Beyond making cars that fit our customers’ lifestyles, are durable and safe, we are committed to helping them enjoy the experience of owning a Volvo. a key element in achieving this objective. In today’s fast-paced world, the experience we provide to our customers must keep up with constantly evolving customer needs. To do this, we decided to enlist the support of a specialist CX provider. , TDCX, to provide a seamless omnichannel experience that we want to provide to our customers. We are confident that our partnership with TDCX will help us increase customer engagement and satisfaction.
Harnessing technologies like AI to transform the customer experience
TDCX has established CX teams for Volvo Cars in Romania and Turkey, serving as a hub to serve customers in Europe. These locations were chosen due to their skilled talent pipelines and CX expertise, which can support the company’s operations and growth.
To help its customer service specialists serve Volvo Cars customers effectively and efficiently, TDCX also plans to implement innovative digital tools that provide a better understanding of customer history and their potential needs. This allows specialists to better understand the customer, thereby reducing interaction time and speeding up the resolution process.
TDCX will also work with Volvo Cars to explore the use of artificial intelligence to further improve the customer experience.
Mr. Daniel Mereuta, Country Director of TDCX Romania, said: “As customer experience continues to be a priority for automakers, it is clear that companies are moving away from just product features to focus on creating meaningful connections with their customers. it’s just about providing convenience, but also delivering personalized experiences that evoke emotion and drive loyalty.
“Our expertise in setting up CX operations quickly, efficiently and cost-effectively allows us to help leading brands like Volvo Cars focus on their core business while achieving their CX ambitions. As we deepen our collaboration with Volvo Cars to explore the use of technologies such as generative AI to deliver digital customer experiences that maintain the warmth of a human touch. By combining intelligent automation with empathetic human touchpoints at all stages of the customer journey – from pre-purchase research to after-sales support – we will be able to create an unprecedented CX that sets Volvo Cars apart. »
Volvo Cars’ partnership with TDCX in Europe builds on its successful partnership in Malaysia which began just over a year ago. TDCX’s expertise in omnichannel customer support and lead generation has proven instrumental in paving the way for smoother engagement between Volvo Cars and its customers.
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