Online Customer Support Platform

Business Scenario

The client is one of the leading customer support service provider in the UK who wanted to develop an intelligent conversational platform that provides on-demand support to customer enquiries with the help of professional & skilled experts.

Challenges

  • The client was not able to address each and every query of their product user.
  • They wanted to create online customer support where the queries get addressed immediately.

Solution Highlights

  • The customer can send query related to products & services through web or mobile application.
  • Queries are distributed to expert groups having expertise in the related areas, to address customer concerns.
  • Implemented Artificial Intelligence to offer an automated response in case experts are unable to respond immediately.
  • An expert can select and respond to a customer’s question and can check or rate other expert’s response.
  • Customers can view the response to the query sent message, score the response, and also post feedback over it.

Benefits

  • Automated process resulted in reduction of human error
  • Increased customer retention
  • Exceptional increase in customer satisfaction rate
  • Gained customer insights
  • Enhancement in experts training
  • 24*7 Monitoring & support services
  • Reduction in infrastructure cost
  • Conversion of brand users to loyal experts
  • Experts earn money by giving answers to the customer queries from anywhere in the world