About the organisation

An innovative mobile app start-up that helps to track the mobile usage including outgoing calls, messages sent, and data used with a dedicated app installed on the subscriber’s phones.

Customised IVR helps in building hyper-personalised customer engagement and reducing the operating costs by 25% for a leading Mobile App client

Here is an insight on how we collaborated with one of the innovative mobile app start-ups and enabled it to #RouteItRight by enriching its customer communications using our product IVR.

Challenges Faced

When the organisation released its app, it was a great success. However, since it was related to the service industry, there was an immediate need to set up a call center to address customer queries. The company is a startup, and didn’t want to invest in costly hardware, Capex investments. They rather were interested in a customized voice solution that would take care of their requirements and help them focus on their core business.

Product

Interactive Voice Response (IVR)
Mobile app client

Scripted the success story by

Deploying IVR functionality and hyper-personalised customer engagement

  • Deeper Customer engagement hosted via IVR functionality
  • Once the user dials the IVR number the welcome message plays before the call routing happens
  • User is asked for the choice based on the product or services he called for
  • Based on the user’s choice of selection (DTMF input), the user is directed to the correct or respective agent
  • If all the agents are busy attending other queries, the user is politely asked to wait and some other information gets played on call until the agent picks up the call to answer the user’s query.
  • CRM integration helps agents to know about the caller before they answer the call.
  • Call recording features have helped organizations to monitor and improve the quality of all the calls handled by their agents.

Outcomes of #RouteItRight methodology

  • Minimal investment & reduction in operating costs by 25%
  • Automated functionality for handling client queries seamlessly
  • Flexible solution with a host of features