More about the Success:
Situation:
75% of customers think it takes too long to respond to a service request. Personalization was one customer service improvement area, according to 38% of customers. 2x increase in the risk of attrition as a result of subpar service. Cost per contact was rising, average call lengths are getting longer, and there are more contact channels being used, which was driving up service costs.
Solution:
Our solution helped in identifying and effectively resolving customer issues Case Management Frameworks: process re-engineering and taxonomies based on best practices for quick and effective customer issue resolution. Case Types: A list of case categories, along with the case actions, milestones, and SLAs that go with each category, are used to manage internal support requests and customer issues. Case Creation: streamlined case creation by pre-filling fields and reducing required fields. Case Workflows: built automations and workflows based on pre-defined criteria based on business requirements. Case Escalation: set up SLAs and defined escalation process to reduce case duration Case Assignment: automated routing and assignment of cases using pre-defined criteria that can be modified to suit particular business requirements. Case Actions: enabled multiple teams to work on cases concurrently and that track particular activities. Case Milestones: These enable case resolution and related escalations based on particular SLAs.
Business:
Significantly reduced the time to resolve customer issues and internal support requests Increased CSAT scores through more personalized and relevant conversations Automated workflows and intelligently route traffic to reduce cost to serve. Effective agent enablement by reducing the churn of customer representatives.
75% of customers think it takes too long to respond to a service request. Personalization was one customer service improvement area, according to 38% of customers. 2x increase in the risk of attrition as a result of subpar service. Cost per contact was rising, average call lengths are getting longer, and there are more contact channels being used, which was driving up service costs.
Solution:
Our solution helped in identifying and effectively resolving customer issues Case Management Frameworks: process re-engineering and taxonomies based on best practices for quick and effective customer issue resolution. Case Types: A list of case categories, along with the case actions, milestones, and SLAs that go with each category, are used to manage internal support requests and customer issues. Case Creation: streamlined case creation by pre-filling fields and reducing required fields. Case Workflows: built automations and workflows based on pre-defined criteria based on business requirements. Case Escalation: set up SLAs and defined escalation process to reduce case duration Case Assignment: automated routing and assignment of cases using pre-defined criteria that can be modified to suit particular business requirements. Case Actions: enabled multiple teams to work on cases concurrently and that track particular activities. Case Milestones: These enable case resolution and related escalations based on particular SLAs.
Business:
Significantly reduced the time to resolve customer issues and internal support requests Increased CSAT scores through more personalized and relevant conversations Automated workflows and intelligently route traffic to reduce cost to serve. Effective agent enablement by reducing the churn of customer representatives.
