Their Obstacle
Sintex faced several challenges in managing its customer support operations effectively. These included the need for a customized multi-level IVR system to handle diverse languages and departments, requirements for comprehensive SMS notifications and dynamic feedback messages, and the necessity for detailed database management with call recordings. They also required round-the-clock toll-free support, efficient call forwarding with note-taking capabilities, and customized log reports for thorough call analytics across departments, languages, and agent interactions.
Our Approach
DeepCall addressed Sintex's challenges by implementing a Hybrid IVR solution structured across seven stages. This approach included features like customized registration confirmations via toll-free and SMS, language and department-based agent management, multi-state and multi-language IVR flows, and centralized cloud database management with live call note-taking. They also integrated SMS APIs for real-time alerts, implemented time-based call routing, and provided separate logins for agents to track daily reports, thus optimizing customer support efficiency and enhancing overall operational management for Sintex.
The Result
Here are the results drawn from DeepCall's implementation of the Hybrid IVR solution for Sintex:
- Enhanced Customer Engagement: Improved registration confirmations via toll-free and SMS led to better interaction and satisfaction among retailers.
- Improved Operational Efficiency: Language and department-based agent management streamlined communication, reducing response times and increasing query resolution efficiency.
- Scalable Multi-state Support: Multi-state and multi-language IVR flows facilitated seamless customer service across diverse regions, enhancing accessibility and reach.
- Comprehensive Data Management: Centralized cloud database management with live call note-taking enabled detailed analytics and improved decision-making.
- Real-time Communication: Integration of SMS APIs enabled real-time alerts and dynamic feedback, enhancing communication effectiveness.
- Optimized Call Handling: Time-based call routing ensured efficient handling of high call volumes during peak hours, improving customer service responsiveness.
- Enhanced Agent Performance: Separate logins for agents allowed for personalized tracking of daily reports, leading to improved accountability and productivity.
Brief About This Case
DeepCall collaborated with Sintex Plastics to enhance their customer support operations through a Hybrid IVR solution, addressing challenges with customized multi-level IVR, SMS notifications, and comprehensive database management. This approach optimized efficiency, scalability, and customer engagement, leading to improved service delivery and operational management for Sintex.