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Streamline your operations with TELUS Digital

What to speak with a business process consulting expert?

Discover how TELUS Digital’s business process consulting experts helped a leading telecommunications company drive improvements in its customer service delivery and efficiency.

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Streamline your operations

Check out our solutions

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

Discover how knowledge management can boost organizational success. Explore challenges, best practices, trends and more.

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knowledge management

Navigating knowledge management: A complete guide for success

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Want to speak with an expert?

Explore how TELUS Digital supports a global leader in short-form video content with moderation and ad review services to protect and enhance their brand reputation and facilitate rapid growth.

Discover how TELUS Digital supports a global leader in short-form video content with moderation and ad review services.

Prioritize trust and safety

Strengthening a global social media giant’s brand reputation

Discover digital customer experience success stories and insights from leading financial services brands that can be applied across industries.

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Lessons in customer experience from leading banking and financial services brands

Watch this recorded webinar from Everest Group and TELUS Digital (formerly TELUS International) for new insights to help you skillfully transform your digital customer experience.

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Webinar: How to supercharge your CX with AI-fueled digital transformation

How to supercharge your CX with AI-fueled digital transformation

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.

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What is the Frank And Oak secret for adapting to changing customer preferences?

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COMO E-book 2024 - AI Content Moderation Success

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COMO Ebook 2024 - Hire for Resiliency 

COMO Ebook 2024 - Well-being

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COMO Ebook 2024 - Leverage Technology

Access leading content moderation strategies and trends

Develop an agile content moderation strategy

Want to speak with a content moderation expert?

This e-book explores:

Inappropriate user-generated content is on the rise

Exposure to toxic content impacts customer experience

New digital experiences will pose new challenges

Three reasons why content moderation is essential 

Hire for resiliency

Take a holistic approach to well-being

Leverage technology

Discover best practices for protecting the protectors

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As the digital landscape continues to change, it is more important than ever for brands to stay up-to-date on content moderation best practices.

To help take your content moderation strategy to the next level, read on to gain an in-depth look at how digital content is evolving, what technology is available to help, how new and existing regulations could impact operations and more.

Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

The future of content moderation: Strategies and tools for 2024 and beyond

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The digital space has never held more potential for retailers — or been more competitive.

Businesses are flocking to eCommerce in record numbers, propelling global online sales to exceed $8.1 trillion by 2026, according to Shopify. But it's not all profit. According to Internet Retailing, over the past five years, there's also been a 60% increase in customer acquisition costs, and more than half of retailers surveyed in Commerce Next's 2022 Digital Trends & Investment Priorities report said those costs are a top risk to achieving their sales objectives.

Given the state of the market, it's easy to see why brands are turning to pull marketing — the process of drawing customers to a company's products and services by building and refining a marketable brand — to differentiate themselves from competitors.

Common pull marketing strategies include advertising, social media marketing, search engine optimization (SEO), blog posts and pursuing media coverage. The most essential pull marketing tactic, however, is also the most understated: a great customer experience (CX).

Three reasons why top-notch CX is the best pull marketing tactic for eCommerce brands

While costly targeted advertising campaigns can create short-term wins for brands, the reality is that these types of tactics aren't long-term profit drivers. Investing in a robust eCommerce customer experience strategy, however, is an integral part of building a brand that is capable of retaining customers, offering seamless buying experiences and encouraging word-of-mouth advertising. All of which can provide significant long-term benefits.

Here is a look at why focusing on creating an excellent customer experience is the best marketing tactic for eCommerce brands.

1. A team of all-star CX agents helps to build lasting relationships with customers

According to Shopify's 2023 Future of Commerce Trend report, at least 60% of consumers purchase from specific brands because of excellent customer service in the past.

And when you consider that 44% of consumers surveyed by TELUS Digital said that nothing — not even price, convenience or if it's a brand they truly like — excuses poor customer service, it is easy to understand why choosing the right people to support your customers can mean the difference between fostering loyalty and having your customers flock to a competitor.

Plus, given that it's up to seven times more expensive to acquire a new customer than to retain a current one, according to American Express, it's smart to fill your CX agent roster with proficient, patient and empathetic individuals with the tech know-how and soft skills to deliver the kind of service that keeps customers coming back.

2. Digital automation tools help ensure a smooth buying experience

Customer experience is more than just after-sales support. Rather, it's about making the full journey — browsing, research, comparison, selection, payment, delivery and, if necessary, return — as friction-free and connected across channels as possible.

Driving customers to your online platforms is one thing, optimizing them to make a sale is another, and it's a practice that can often be overlooked. Being smart about what you automate, and creating solid parameters around when a live agent should step in, can be a difference-maker for brands.

For example, chatbots can be leveraged to handle simple customer queries around the clock, freeing up your support team to address more nuanced requests. Additionally, proactive live chat prompts can positively nudge customers through the sales funnel. The tool has been known to reduce cart abandonment, which represents $18 billion in lost sales revenue every year, according to Shopify.

3. Elite customer support enhances word-of-mouth advertising

Strong brands attract more organic acquisition — and what's a more effective form of organic acquisition than word-of-mouth?

Word-of-mouth is a big part of pull marketing, and these days, it's driven by customer review sites and social media. One of the best ways to strengthen your brand in the eyes of your target audience is by enhancing your CX so customers will sing your praises and ultimately send others your way.

But if positive customer experiences generate good word-of-mouth, the inverse is true when it comes to negative experiences. For this reason, it's important to mitigate common customer support pet peeves, which, according to the aforementioned survey by TELUS Digital, include long wait times, numerous transfers to different agents and an inability to speak with a human agent at will (further proving that human connection is always key).

Marketing is all about telling your brand story, differentiating your product and inciting action. Customer service isn't so different. Investing in stand-out CX can enhance your existing pull marketing strategy and go a long way toward creating loyal customers for a better bottom line.

Discover why investing in your customer experience is an integral part of implementing a successful eCommerce pull marketing strategy.

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pull marketing

Three reasons why great CX is your best pull marketing tactic

The words "product-market fit" have adorned tech industry pitch decks for some time. It's a simple concept, really, and something all successful businesses need to prove. To achieve product-market fit, the product(s) you offer as a business must align with the needs of the market. Without such a fit, you might have an idea, but perhaps not a business.

In fact, even if you have product-market fit, and therefore a business, you still might not have a long runway without profitability. This is particularly the case when challenging economic environments make venture capital funding more difficult to come by. That is precisely why scale-ups need to think beyond product-market fit, and strive to achieve profit-market fit.

Harvard Business School senior lecturer Jeffrey Rayport recently described profit-market fit on the HBR IdeaCast podcast. According to Rayport, profit-market fit is achieved when a venture not only shows that it can quickly ramp up revenue and its customer base, but also finds its sweet spot where every new customer brings in additional revenue and incurs only marginal cost. It's at this point, explains Rayport, that a venture "moves towards sustainability."

This major milestone isn't likely to be reached by accident, though. Rather, you need to be deliberate, and deploy strategies to overcome common challenges in the scaling journey.

Many companies, especially those in tech, can be successful in achieving product-market fit, says Rayport during the podcast interview, "But the wheels come off the bus in some way during the scaling phase."

Imagine you head up a start-up that seems destined for unicorn status. You have an app and it's topping the charts. You have customers and your number of active users is going through the roof. To date, your impressive numbers have earned you no shortage of admirers, and by extension, funding. But to get to where you are, you've needed to spend: Your servers, your offices, the growth of your team and a myriad of other costs outstrip the money that your product brings in. As a result, you can't sustain — let alone grow — your business without additional outside funding. Now, facing rising interest rates and economic pressures, that funding looks like it is going to dry up. Put simply, you haven't found profit-market fit — the relationship between the money and the product that enables businesses to steer themselves toward sustainability.

A strong profit-market fit helps you remove internal constraints on your company's growth, and makes you far less dependent on outside funding.

Challenges in establishing profit-market fit

There are, of course, challenges associated with scaling and reaching the point of profit-market fit.

Once there's a good product-market fit, a scaling company must keep up its generated demand and make strides toward product profitability. This brings us back to matters of efficiency — a word that's popping up all across the tech industry and one that's top of mind for start-ups, scale-ups and mainstays alike.  In fact, Meta CEO Mark Zuckerberg even went as far to say, "Our management theme for 2023 is the 'Year of Efficiency,' and we're focused on becoming a stronger and more nimble organization." For tech brands of all sizes, the pursuit of efficiency means keeping costs under control and doubling-down on activities that are generating revenue — but that's not where the work ends.

Other challenges include providing a consistent digital customer experience (CX) as your company grows, and maintaining a coherent organizational culture where people are on the same mission and where their efforts align.

Brian Hannon, global head of customer experience innovation - technology at TELUS Digital, points to the value of experience when facing challenges in the scaling journey. "Achieving profit-market fit is difficult. It's even harder when you're learning every lesson the hard way," explains Hannon. "You can build up a lot of momentum as a hit tech company, but it's easy to run into real challenges if you don't have a firm grasp on how to scale in a sustainable way."

Outsourcing digital CX to reach profit-market fit

One way to scale with efficiency in mind is to outsource aspects of your digital customer experience.

Keeping your CX in-house means dealing with sudden peaks and dips in demand that quickly become costly on the hiring front, to say nothing of the complexities that come serving new markets and establishing operations in new geographies. What's more, outsourcing can save scale-ups from having to bear the full cost and risk associated with big and potentially transformational technological investments.

You can't overlook the value in an outsourcing partner's experience either, explains Hannon. "They'll have worked with countless companies before, and will be able to provide direction from lessons learned. An outside perspective on where you can introduce greater efficiency can be a real asset as you grow."

Today, conversations about efficiency have a way of leading to automation like robotic process automation (RPA). This form of automation provides around-the-clock capabilities, produces replicable results at scale and handles repetitive tasks so your team members don't have to. These capabilities enable automated service channels — such as chatbots and intelligent FAQs — that play an important role in a modern digital customer experience operation. With the expertise of a proficient outsourcing partner, introducing automation becomes less resource-intensive.

"It can feel safe to stick with what you know. But to make the progression from product-market fit to profit-market fit, brands need to keep an open mind to new technologies, and new ways of bringing efficiency."

Outsourcing with TELUS Digital for next-generation, digitally led customer experiences means benefiting from 18 years of history and global reach that has served more than 650 global clients in 30 countries of operation. Reach out today to learn more about how we can help your scaling company achieve profit-market fit.

You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.

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profit market fit

Why achieving profit-market fit is essential for scaling brands

Automation is important to your customers, but to create a personalized customer experience and demonstrate empathy, your CX needs a human touch. Discover five tips for making a human connection in a virtual world.

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Ecommerce human connection

Five eCommerce customer service tips for making a human connection

Maximize the value of your network

Implement industry-leading infrastructure

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers. This video case study, which features leaders from TELUS Communications and TELUS Digital (formerly TELUS International), describes how the partnership led to efficiency gains and an enhanced network defined by high performance, reliability and scalability.

See how we worked with TELUS Communications to design, build and deliver an integrated network design solution that meets the needs of their customers.

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Delivering transformative network design services for TELUS Communications

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Want to speak with a Process Consulting expert?

Uncover how TELUS Digital’s business process consultants helped a leading financial services brand optimize its operations, enhance its customer experience (CX) and advance its digital transformation journey.

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Optimize your operations

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

Everest Group Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024

Discover why TELUS Digital has been named a Leader in Everest Group's Data Annotation and Labeling (DAL) Solutions for AI/ML PEAK Matrix® Assessment 2024.

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Discover how TELUS International successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

Implementing robotic process automation to streamline critical procurement processes

Discover how TELUS Digital successfully deployed a robotic process automation (RPA) solution for a leading waste management company to minimize time-consuming tasks and reduce the errors associated with manual data entry.

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See how TELUS Digital (formerly TELUS International) can help card services brands meet rising consumer expectations through high-tech, high-touch customer experiences.

Holistic digital customer experience solutions for card services

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Access the latest survey results and stay on top of customer experience (CX) developments in 2024 with this new report by Execs In The Know, sponsored by TELUS Digital (formerly TELUS International).

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Execs In The Know: 2024 CX Leaders Trends & Insights

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Explore how TELUS Digital helped a leading frozen food company maintain a smooth and seamless connection between its SAP application and business intelligence tool using robotic process automation (RPA).

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Transform your operations with a cutting-edge RPA solution

Streamlining sales order reporting using robotic process automation

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Discover how TELUS Digital implemented a robotic process automation (RPA) solution for a leading frozen food company to eliminate manual processes and reduce human error.

Fraud Prevention

Preventing fraud for a global tech company in the travel and hospitality space

Preventing fraud for a global tech company in the travel and hospitality space

Delivering online safety management for a global ecommerce brand

Delivering online safety management for a global ecommerce brand

Protecting the games - physical, IT and information security

Protecting the games - physical, IT and information security

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