The solution
- Performing regular cleanup and maintenance activities at the consumer interaction center
- Nurturing the relationship with the viewers
- Identifying new opportunities that aided in developing better cross-sell or up-sell avenues
- Promoting transparent dialogue and expediting the efficiency of customer interactions
- The benefits of this approach included:
- Real-time exception-based monitoring
- Strategical visibility and reporting
- Personalization of responses
- Consolidation based on business rules
Results
- Consumer satisfaction index grew by 2% in the last 3 months
- Content re-purposing has increased significantly due to better insights into consumer issues and responses
- Consumer response turnaround time has improved by 13% in the last 3 months
- More than 50% of cases closed within 5 minutes