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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, the client struggled to manage increase in customer interactions within a limited time span.

Solution Offered
  • We created an elaborative IVR solution for our client
  • New service request registration was automated over IVR
  • Integration was also carried out to take the compliant online using IVR solution thereby automating the process
  • Integration was achieved using APIs integration with our client’s customer relationship management system
  • 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
  • Achieved significant improvement in customer interaction management capability
  • Significant number of new service request and complaint registration was moved to self-help