Back to Case studyElectronics Retail Major Enhances Customer Service
ShareIntroduction
The customer is a leading Indian consumer electronics retailer founded and led by industry veterans, and aided by highly accomplished channel partners. Driven by customer centricity, the company aims to provide Indian consumers with highquality products at affordable prices.
Business Challenges
The customer was keen on a cloud–based solutions setup that would help cap their infrastructure costs.
Given that a sizeable proportion of their staff was working from home, the company wanted a relevant solution that should also cater to the pan-India distribution network involving customer service agents.
Stipulated clear access to all analytics and data through an integrated web portal was another key imperative.
Overall, the company was seeking a cloud-based communication solution that would help enhance the quality and speed of customer service.
TTBS Solution
Keeping these requirements in mind, TTBS delivered a bespoke Smartflo solution involving the following essential features:
- An Interactive voice response (IVR) system entailing an Outbound and Inbound Call Management suite with customise drouting functions.
- 20 SIP channels to support the clients’ 10 customer service agents provisioning of anytime, any where calling option for agents.
- Voice recording (VR) configured as per the customer’s requirements.
- Call detail record (CDR) and call recording enablement to facilitate analysis of the company’s interactions with end customers.
Benefits
- Cost-effective solution with cutting-edge technology
- Enhanced customer satisfaction via proactive customer service, based on granular analysis of call recordings.
- Increased staff productivity through continuous evaluation of agents’ interactions with customers and resulting course corrections.
