Challenges
- Pressure to reduce cost of service (ITSM) without compromising on quality
- Increasing Volume and Complexity of Support Activities – more users on more products & platforms
- Increasing Customer Expectations
- Lack of online real time personalized service touch point
Solutions
- Unified chat platform for incident management
- Skill based routing based on the nature of the problem
- Powerful analytics engine to measure Key Metrics – AHT, SLA Compliance, Agent Productivity, etc.
Results
- Reduced Cost per transaction
- Improved key metrics – Increased FCRs, reduced AHT
- Improved agent productivity due to concurrent handling of issues
- Real-time collaboration with SMEs spread across the globe for faster resolution
- Personalized communication with customers for enhanced responsiveness
- Anytime-Anywhere Access