handling volume spikes due to seasonality by providing self-service feature
our client a consumer white-goods brand with pan-India presence, during the peak summer season, struggled to manage increase in customer interactions within a limited time span.
solution offered
we apply the best solutions to help our customer with their demands
1.
we created an elaborative IVR solution for our client
2.
new service requests and complaint registrations was automated over IVR
3.
integration was also carried out to take the complaint online using IVR solution thereby automating the process
4.
integration was achieved using APIs integration with our client’s customer relationship management system
5.
we created a webpage for missed interaction acting as a self-help for our client’s customers where service request/complaints can be generated. The link to this website was sent using integration of SMS with our technology
outcomes
1.
achieved significant improvement in customer interaction management capability
2.
significant number of new service request and complaint registration was moved to self-help
