Optimizing productivity by increasing the rate of answering calls and entering information quickly
Eliminate counterproductive silos and optimize your business processes
- CX, CS Improvements
- CSAT increase
SUMMARY
Type of Industry
Electronics company
Content
Email support
CHAT and LINE support
BPO: Data entry
Background
Because of launching a lot of electronics products, the company has had a large number of products that needed support is increasing every year.
Customers complain about response time and the effectiveness of problem-solving.
The scope is expanding, each department needs to closely manage the project’s KPIs
PROPOSAL SOLUTION
Use the AI system to answer the customer before connecting with the agent. By AI, customer questions available in the database will be resolved. Agent-connected questions are often difficult questions.
Use KANDO – Provide customer service that exceeds customer expectations.
Reduce AHT for cases, increasing the rate of answering calls, and entering information quickly.
Train agents in customer care skills to increase satisfaction; Coach agent provides optimal and effective customer support on the first call.
ACTION
Organize Structure
Operating
Index
- CS Survey (CSAT)
- KANDO
- Anket sending rate
- Response time
- Professional score
- Japanese score
Human resource development
Better Evaluation: Building a new evaluation and reward system based on capacity, and management by objective.
Stronger Organization: Training for senior agents can support supervisors, becoming a key BSVer in the future.
Stronger Leadership: Leadership training organization
Scope of work
Email Support
Customer care who are using the products by Mail
CHAT and LINE support
Customer care who are using the products by CHAT and LINE
BPO
Data entry: Put customer information into the system
Results
AI system
KANDO
- Reaching to the emotional side, sharing and empathizing with customers, giving an intimate impression, bring value beyond expectations for customers.
- Reducing AHT for cases, increasing the rate of answering calls, and entering information quickly.
- Explaining the issue clearly, understanding the customer’s demand & improves email response time.
