A fast-growing logistics business enables 40% better operational efficiency & 4X faster customer responses with Ozonetel
Overview
A fast-growing logistics business had a vision. They wanted to ensure accessibility not only to their customer which includes some of the county’s largest e-commerce platforms— but also to their customers’ customers. They understand that often these customers waiting for their order, need reassurance or reconfirmation on delivery times. At other times, they may need to reschedule deliveries. Our client wanted to ensure that every customer could reach out to them with ease.
Challenge
In order to achieve their aims, our client needed to ensure faster responses across high call volumes. The client wanted to ensure they could smoothly support any incoming query without leaving any customer unattended. This meant handling 83,000 daily requests.
Solution
Automating 60% calls while staying focused on customer experience
Ozonetel helped the logistics business move their support team to our robust, feature-packed Cloud Contact Center. With the help of automated routing, easy to use multi-level IVR, and text messaging plugins we were able to work together to create an optimum solution.
- An IVR was designed that lets customers get status updates and reschedule deliveries without any need for agent intervention.
- If they wanted to pick up the package themselves, they would be sent the address of the nearest pick-up point via SMS text messages.
Graciously Managing Misdirected Calls
If a customer wrongly called the support center with a complaint about the product quality instead of a complaint about the delivery, the system would find the merchant details against the order and send them an SMS with helpline details.
Reducing Detractors and Improving Customer Service
Finally, genuine customer complaints and issues, which would consist of less than 3% of the total calls, would be directed to live agents. With more time to focus on these calls, agents would be able to serve any unhappy customer with far more attention, and time.
Key Benefits
- 3X Better Call Handling capacity
- 4X Lesser customer Wait Times.
- 3.5X Lesser Costs per Customer
- 40% Better operational efficiency.
- Escalation measurement and tracking
