Challenges
- Lack of online real-time personalized service touch point
- Pressure to engage customers and prospects using a easy to use communication channel like messaging
- Overcoming an earlier unsuccessful implementation and making business teams comfortable using a enterprise level chat solution
Solutions
- Enabled chat both for prospects through website and for customers through net banking
- 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
- Improved key metrics – increased first time resolutions and reduced average handling time
- Improved agent productivity due to concurrent handling of issues
- Real-time collaboration with subject matter expertise spread across the geography for faster resolution
- Anytime anywhere access
- English and Arabic Chat