Client Situation - The most challenging aspect for the client was managing and routing support requests in an efficient way that minimized customer effort and maximized resolution quality. While the client had a robust support ecosystem in place that gave them a good understanding of their customer’s pain point with personas, lack of real-time agent personas and the sheer magnitude of calls taxed their call flow, routing mechanisms and overloaded them.

The client needed to infuse intelligence into operations, overhaul the system to increase resolutions, manage routing and escalations, and drive customer experience.

FILL THE FORM TO DOWNLOAD CASE STUDY