Omni Channel Support (Voice, Email, Chat)
Case StudiesOmni Channel Support (Voice, Email, Chat)
Metrics
They wanted an ALL women dedicated team to handle all the inquiries received from their customers via calls, emails and social media. Since this was something new, Zivame wasn’t sure of the volume spikes as well as required us to set up a process to handle all of it efficiently with an end customer CSAT of at least 90%.
Approach
Intellekt brought up to speed an ALL women team of 26 associates to handle the Omni-Channel support for the customer. Our streamlined process ensured an efficiency improvement of 40% across voice and emails. We were able to manage variable Volume Spikes of up to 300%. With these improvements, the customer quickly moved on to adding on additional channels like Facebook, Twitter, Instagram and WhatsApp.
Results
Team handled around 1500 calls per day and 650 emails per day. Our client was happy with ONE Centralized Customer Support that we established. Due to consistent delivery of metrics the end customer CSAT was always over 90% month on month!
Contact Sales
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