Tripling capacity with automation

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: to ensure accessibility not only to their customer—some of the county’s largest e-commerce platforms— but also to their customers’ customers.  They understood the importance of personalized communication for each of these customers. Sometimes, these customers needed reassurance or reconfirmation on delivery times. At other times, they needed to reschedule deliveries. In all these cases, our client wanted to ensure that every single 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. They needed to smoothly manage 83,000 incoming queries, daily — without leaving any customer unattended.

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, multi-level IVR, and SMS plugins, we were able to create an optimum solution. 

  • The new IVR design gave customers status updates and let them reschedule deliveries without any agent intervention. 
  • Callers could opt for self-pickup via IVR and would receive the address of the nearest pick-up point via an automated SMS text 

Graciously managing misdirected calls

Sometimes, customers would wrongly call the logistics support center with product complaints. In such cases, they needed to be told to call the merchant’s call center instead. Our client wanted to do more than just tell the customer that they had got the wrong phone number. Alongwith Ozonetel, they set up a system that would automatically hunt the merchant details against the customers order number and would send these details to the customer via an SMS text to their mobile phone. This made it easy for the customers to call the right number, and increased a feeling of warmth and satisfaction regarding our clients service.

Reducing Detractors and Improving Customer Service

Finally, genuine customer complaints and issues (which would consist of less than 3% of the total calls)regarding our client’s service would be directed to live agents. Now, with more time to focus on these calls, agents would be able to serve any unhappy customer with far more attention, and time. This means that the call center was now playing a valuable role in reducing detractors, and improving customer loyalty.

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
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