Challenges
- Tremendous pressure to reduce cost of service in managing customer service operations
- Increasing volume and complexity of support – growing no. of users on diverse products & platforms
- Lack of online real time personalized service touch point
Solutions
- Talisma’s chat platform complementing other touch point being used for customer service management
- Skill based routing based on the nature of the interaction
- Powerful analytics engine to measure key metrics – average handling time (AHT), service level agreement (SLA) compliance, agent productivity, etc.
Results
- Reduced Cost per transaction due to call deflections (29% reduction)
- Improved key metrics – increased First time resolutions and reduced average handling time
- Improved agent productivity due to concurrent handling of issues (improvement by 18 %)
- Real-time collaboration with subject matter expertise spread across the geography for faster resolution
- Anytime anywhere access