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Customer support

Greet customers with exceptional services

Use unrivaled contact center support to solve customer problems, manage their sales enquiries, and add value to their experiences.

Automotive brands are taking on more customer responsibility at a time when new products and services are making support needs more complex. MSX Contact Relationship Center services offer 360-degree support using expert teams who understand the sophisticated needs of today’s consumers. On behalf of your brand, our highly trained agents support, engage and inspire your customers throughout their journey.

We have over 20 years of providing contact relationship center support across more than 80 countries.

Exceed expectations with every interaction

Deliver support that goes beyond traditional contact center services, and boost customer loyalty through positive engagement.

MSX Contact Relationship Center services are responsible for your brand’s customer experience, from initial engagement to aftersales advice. Our agents don’t just solve your customers’ problems, they are the advocates of your brand. They enhance every interaction with more personalized guidance, recommending relevant products and services to customers where they’re likely to be of value.

We provide richer experiences that inspire customers to explore additional opportunities. We help them understand the features within new vehicle models, for example, or access useful services they may not have used before. These enhanced interactions help boost sales organically, without pressure.

Deliver multiple layers of support

Generate profit through engagement and lead management.

MSX Contact Relationship Centers are an investment in your brand and your customers, boosting both revenue and reputation. Our services create a seamless aftersales journey for the customer while generating leads for your business, extending our support wherever it’s needed. Our agents:

Contact customers based on driver information such as when a certain mileage is reached or when a service is due, and book them into a workshop.

Promote the benefits of warranty when it’s due to expire, propose an extension, and apply your brand’s approved discounts.

Optimize engagement with proven tools and best practices

Our contact centers work with customer relationship management tools and data to better understand customer feedback, define patterns in opinion, and identify opportunities to improve our service.

Own the customer (OTC)

Agents act as a single point of contact for individual customers throughout their journey, using predictive analytics for a dynamic view of each customer. They use real-time information to determine a ‘next best action’ related to a customer’s situation, and anticipate and resolve problems with ‘next issue avoidance’ data.

CRM workflow automation

Workflow automation helps agents organize and prioritize their workloads across multiple channels in a timely manner. MSX agents, supported by digital screen layout tools, note-taking functionality, and timed reminders on chats, are highly skilled in managing service level agreements.

Channel guidance

MSX contact centers prioritize a customer’s preferred means of communication while subtly promoting additional channels such as live chat, in-vehicle apps and self-help services. Self-help libraries provide up-to-date information that customers can access at any time, relieving pressure on agent teams.

Optimize engagement with proven tools and best practices

Our contact centers work with customer relationship management tools and data to better understand customer feedback, define patterns in opinion, and identify opportunities to improve our service.

Own the customer (OTC)

Agents act as a single point of contact for individual customers throughout their journey, using predictive analytics for a dynamic view of each customer. They use real-time information to determine a ‘next best action’ related to a customer’s situation, and anticipate and resolve problems with ‘next issue avoidance’ data.

CRM workflow automation

Workflow automation helps agents organize and prioritize their workloads across multiple channels in a timely manner. MSX agents, supported by digital screen layout tools, note-taking functionality, and timed reminders on chats, are highly skilled in managing service level agreements.

Channel guidance

MSX contact centers prioritize a customer’s preferred means of communication while subtly promoting additional channels such as live chat, in-vehicle apps and self-help services. Self-help libraries provide up-to-date information that customers can access at any time, relieving pressure on agent teams.

Generate loyalty and returns through valuable advice

Automotive customer experience is at the heart of everything we do. We have a proven record of outstanding service delivery across multiple automotive clients, and we expertly deliver all contact center activities, from sales and warranty, to goodwill and social media engagement. Our clients:

Improve customer satisfaction through seamless issue resolution

Broaden product or service knowledge and increase customer usage

Enhance engagement and connection with the brand and products

Increase customer loyalty and retention with personalized services

Generate revenue through value-enhancing activities

Optimize engagement with proven tools and best practices

We are customer support experts

Our teams are global leaders in contact center services, setting the customer experience standard in sales and aftersales support.

We are automotive specialists

Our rich experience and expertise in every area of automotive retail, including sales, aftersales, technical and warranty, enables us to deliver a 360-degree service to our clients’ customers.

We are always innovating

We push the boundaries of possibility, bringing ideas to our clients that help them enhance their contact relationship center offerings to customers, while generating leads and revenue.

We are present where you are

Our global presence in more than 60 countries allows us to deploy technical publications solutions for our clients at scale and with unmatched speed.

We are customer support experts

Our teams are global leaders in contact center services, setting the customer experience standard in sales and aftersales support.

We are automotive specialists

Our rich experience and expertise in every area of automotive retail, including sales, aftersales, technical and warranty, enables us to deliver a 360-degree service to our clients’ customers.

We are always innovating

We push the boundaries of possibility, bringing ideas to our clients that help them enhance their contact relationship center offerings to customers, while generating leads and revenue.

We are present where you are

Our global presence in more than 60 countries allows us to deploy technical publications solutions for our clients at scale and with unmatched speed.

Latest insights

The Future of Technical Publications

The new digital standard allows technical data to benefit all segments of the industry from the management of warranty claims to technician training and more.

The Future of Technical Support

We believe a new approach to smarter Technical Support helps organizations develop valuable new opportunities and gain new insight

The road ahead – an intelligent warranty forecast

Managing warranty control is a key area where OEMs have additional room for improvement to boost efficiency and profitability.