Customer engagement services

Lapsed customer re-engagement solutions

Reconnecting with customers who’ve gone quiet is one of the most cost-effective ways to boost revenue - but it requires more than a generic email blast. At TCB, we run structured re-engagement campaigns designed to understand why customers disengaged, reignite interest, and re-establish trust.

We start by cleaning and verifying your data, then segment lapsed accounts to tailor our outreach - whether that’s a check-in call, value-led offer, or service follow-up. Our multilingual team takes a non-salesy, consultative approach that encourages honesty, uncovers hidden objections, and identifies fresh opportunities. Whether the goal is repeat purchase, upsell, or simply reopening the door, we bring valuable customers back into the fold - often faster and more affordably than acquiring new ones.

Upselling & cross-selling

Unlock more value from your existing customer base - not by pushing products, but by understanding needs and building genuine dialogue. At TCB, we design multilingual upselling and cross-selling campaigns that are insight-led and customer-centric, identifying untapped opportunities among under-engaged or single-product purchasers.

Framed as service follow-ups or check-in calls, our outreach uncovers gaps, resolves issues, and explores relevant next steps - all while feeding valuable insights back to your team. By warming up the conversation and consolidating fragmented data, we help account managers deliver the right offer at the right time - strengthening relationships and driving measurable revenue from the customers you already have.

Inbound technical support & case management

When customers need help, speed and clarity matter. TCB provides multilingual first-line technical support and full case management - ensuring every query is handled promptly, consistently, and with care. Acting as an extension of your technical team, we triage inbound requests via phone, email, and live-agent web chat - resolving common issues on the spot and escalating complex cases with complete context.

Our case handlers can work directly within your systems, chasing updates, managing expectations, and liaising with your in-house technical specialists. By maintaining clear, timely communication, we ease pressure on your internal teams, improve response times, and create smoother, more satisfying customer journeys. 

Voice of customer & customer surveys

Real customer insight can’t be guessed - it needs to be gathered. To get to the heart of how your customers really feel, TCB design and deliver multilingual, voice-led surveys that cut through assumptions. Whether it’s a structured post-purchase questionnaire, a sentiment-gathering campaign ahead of a flagship event, or a mystery shopper project to audit service quality, we enable you to capture the unfiltered voice of your customer.

Our team manages the entire process - from question design and outreach strategy to interview delivery, translation, and tailored reporting. We engage customers in their own language using questions designed to encourage honest feedback. We also offer anonymised surveys and benchmarking tools, and we can plug directly into your CRM to streamline data capture and analysis.

We go beyond surface metrics to uncover insights that drive smarter decisions, shape better experiences, and strengthen long-term loyalty. If your business depends on understanding your customers - we’ll help you ask, listen, learn and take action.

Customer journey mapping

You can’t improve the customer experience if you don’t understand it. At TCB, we provide the framework to allow you to map the real-world journeys your customers take - from first enquiry to long-term loyalty. Using a blend of direct customer feedback, behavioural insight, and frontline support data, we create clear, actionable journey maps that highlight key touchpoints, decision drivers, and moments of friction.

Our approach brings together insights from our Voice of Customer programmes and technical support case handling, giving you both the “what” and the “why” behind customer behaviour. We combine qualitative interviews, mystery shopping, and support case analysis to surface the hidden issues that undermine loyalty - and the moments that create lasting engagement. Whether you're looking to optimise onboarding, reduce churn, or improve service workflows, we give you an end-to-end view of the customer experience - and a roadmap to make it better.