Ecommerce & platform company is able to deliver a better customer experience by adding digital channels – chat and email for customer support
Business Challenge:
Client was operating with 98% voice contact center with onshore resources, with high hold times (ASA) and abandonment rates.
How we helped?
Shared worked with the client to analyze call types and identify queues that could be handled easily through other digital channels such as chat and email
We plugged in a chat solution and updated IVR to deflect calls to chat. Our agents were able to address client queries sooner and handle multiple chats concurrently using AI
Additionally, we worked with the client to setup an email support channel for more time consuming, complex queries
As a result, we successfully reduced voice call volumes and were able to deliver a much better experience to the customers
Business Outcomes:
40% of the traffic was deflected to chat (including Bots) and email as alternate channels to voice
