A digital-first approach is now an imperative for Retail and Consumer Packaged Goods (CPG) companies as consumers increasingly opt for e-commerce, click and collect, and contact-less delivery options. The customer is still king — this is one aspect of business that COVID-19 could not change. Driving superior Customer Experience (CX) is now more important than ever in an altered landscape to fuel growth and be competitive.
WNS has been co-creating solutions underpinned by domain, analytics and digital expertise with marquee clients to deliver exceptional value in CX, across industries
2x enhancement
in customer lifetime value
35-45% reduction
in cost-to-serve
30-40% increase
in speed-to-market
20-30% improvement
in net promoter scores
Our ‘customer-first’ ethos and ability to co-create have helped us integrate digital (technology and analytics) with human-assisted design to drive proactive, contextual and hyper-personalized conversations. By leveraging advanced analytics, artificial intelligence, smart automation and deep domain expertise, we deliver superior CX across industries to drive customer loyalty, retention and trust.
Our multi-channel engagement spans voice, e-mail, synchronous and asynchronous chat, social media, Web and applications. WNS’ extensive service portfolio covers Customer Service, Sales Order Management, WISMO, Account Management, Returns, Supplier Management, Loyalty, Fraud Management, Online Merchandizing, Content Management and SEO / SEM.
Our digital-led CX offering drives winning outcomes by impacting key performance indicators such as Average Order Value, Cart Conversion Rate, Refund / Return Rate, Churn Rate, Net Promoter Scores, Resolution Time and Speed-to-Market.
WNS’ CX offering is tailored to meet the new demands of retail and CPG industries,
and enable best-in-class transformation by leveraging
Deep domain knowledge
Data and advanced analytics expertise
Cutting-edge technology
Proven methodologies and frameworks
Digital integrated with future-ready talent
How WNS Has Maximized Business Value for Global Companies
Leading e-commerce player improves positive response rate to 92% across all lines of business; reduces re-open cases by 10%
Leading food & beverage retailer acquires 1.64 million new customers in just 3 months
Global retailer increases active loyalty base by >10% in just 1 month; re-invents CX leveraging a personalization engine
“WNS and their contact center team, along with our field operations, have helped keep our business alive in these testing times. Thank you for everything you have been doing for Avon.”
Robert Smith
Head, Contact Center Operations,
Avon
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