Nov 14: Hinduja Global Solutions (HGS), a global leader in business process management, on Wednesday said that it has earned top honors in the Transformation category at the NASSCOM Customer Service Excellence Awards 2018, held recently in Bangalore.
â€œHGS won this prestigious recognition for creating a state-of-the-art, omni-channel contact center for a consumer packaged goods company, with a focus on generating a best-in-class customer experience. HGS provides the clientâ€™s end-customers with a 24/7, unified, modern customer experience using voice, email, chat and WhatsApp channels to address queries and build brand loyalty. The WhatsApp channel has been so successful that it now accounts for 60% of all contacts with this client, which is industry leading,â€ the company said.
Speaking on the recognition, Ram Mohan Natarajan, Sr. Vice President â€“ Business Transformation & Innovation, HGS, said, â€œHGS has been honored for its transformation expertise and capabilities for the second time in a row by NASSCOM and we are thrilled to earn such recognition. Today, it has become critical for organizations to engage with customers through their preferred communication platforms, and as trusted partners to our clients, we need to ensure that we provide the right design of process and technology to enhance the customer experience.â€
Considering that companies today are more focused on addressing the evolving preferences of customers by employing digital channels such as webchat, social media, etc., HGS aims to employ digital strategies and solutions to engage with the right customers at the right time, according to the company.
Held for the second time this year, the NASSCOM Customer Service Excellence Awards recognized value-driven innovations in the industry in four categories â€“ Co-creation, Transformation, Return on Investment and Process Improvement/Efficiencies.