Volvo Cars announces a strategic alliance with TDCX, a premier provider of digital customer experience solutions, marking a pivotal step towards redefining car ownership across Europe. This collaboration aims to surpass customer service expectations within the automotive domain, addressing the urgent demand for superior customer engagement.
Award-winning TDCX brings its proficiency in delivering customer care services through multiple channels in over seven languages. Through this partnership, Volvo Cars ensures service in customers’ native languages, promising expedited response times and a fluid experience across communication platforms, including phone, email, and social media. TDCX’s involvement extends into pre-sales, encapsulating the entire customer journey.
The automotive sector recognizes the imperative shift towards prioritizing customer experience, driven by consumer dissatisfaction with current digital offerings from car brands. Acknowledging these challenges, Mr. Niclas Medin, Head of Outsourcing at Volvo Cars, underscores the commitment to enriching the Volvo ownership experience. By engaging TDCX’s specialized CX support, Volvo aspires to deliver an omnichannel experience that resonates with the evolving preferences of its clientele.
TDCX has established CX teams in Romania and Türkiye, selected for their rich talent and CX acumen, to act as European customer service hubs. These teams leverage advanced digital tools and technologies, including artificial intelligence, to enhance service efficiency and effectiveness.
Daniel Mereuta, Country Director at TDCX Romania, notes the automotive industry’s shift towards nurturing meaningful customer relationships. He points out the instrumental role of technology, specifically generative AI, in crafting personalized experiences that engender loyalty and distinguish Volvo Cars.
This European partnership draws on the fruitful collaboration between Volvo Cars and TDCX in Malaysia, demonstrating significant advancements in customer engagement and satisfaction. This alliance merges TDCX’s omnichannel support capabilities with Volvo Cars’ dedication to quality and innovation, positioning Volvo at the forefront of customer-centric excellence in the automotive industry.
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