Re-shaping Service Delivery and Customer Experience
About the client
Client is a SaaS service provider that enables advanced order management for service agents and customers. This means that everyone who is part of workflow can work from the only source of truth, regardless of geographical location.
- Incorrect service agent allocation.
- Manual workflows delaying service.
- In-efficient communication.
- Low customer satisfaction.
- Chatbot: Ticket raised through voice enabled chatbot.
- AI & ML Algorithms to allocate right agent as per service need.
- Non-refutable performance data enabled using blockchain.
- Real time monitoring with Analytics platform.
Customers received 20% increase in productivity with real-time support leading to higher customer and employee satisfaction. Upgraded manual workflows to a fully automated service agent allocation program which has seen an overall reduction in support costs and increased revenue.