Challenges
- Top telecom client wanted a unified chat platform for customer service
- Lack of online real time personalized service touch point
- Pressure to reduce cost of service without compromising on quality
- Each agent handling single chat was under utilizing their service professionals
Solutions
- Contact resolution via mobile number and circle
- Proactive chat solution to Cross sell/ Upsell products
- Automatic trigger of customer satisfaction survey form
- Skill based routing based on the nature of the problem
Results
- 70% reduction in the operational cost : Significant reduction in cost compared to Voice based contact centre solution
- Increase in agent effectiveness : Contact centre agents are now able to handle 3-5 concurrent chats.
- Proactive chat solution enabling Upsell and Cross sell for their existing products.
- Powerful analytics engine to measure Key Metrics : CSAT, SLA Compliance, Agent Productivity, etc.