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
Outcome
Achieved significant improvement in customer interaction management capability
Significant number of new service request and complaint registration was moved to self-help
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