The aim of every business will/should be to provide an excellent experience to their customers in every medium of communication with them and also ensure that it is unified across the channels - be it calls or email etc.
We will showcase how one of our customers, a leading grocery e-tailer in India has achieved this using Ozonetel's Cloud Agent product (http://cloudagent.in - The first & only Contact center product on the Cloud in India).
The customer service department was facing a challenge in integrating Email support tickets, Call support tickets and their order management system info. which needs to be accessed by them during their numerous interactions with the calling customers. To ensure a high quality customer service, they needed a solution which could route calls, emails to agents and at the same time also integrate with a CRM which could store all the above data. We at Ozonetel, could easily identify the integration points with the CRM & Cloud Agent and implemented a solution in a very short span of time. The end result was a unified communications suite which was integrated with the CRM and the business was able to improve their customer service tremendously.
The results were mind boggling - a 50% increase in customer satisfaction ( This was measured based on number of customer complaints). Also the management was able to get a deep dive view of the entire customer service, thus enabling their decision making with objective data.
Now, the customer has expanded to 2 more cities with the same system and no changes required. They are running a multi city contact center with a unified view across cities on how their business communications are functioning.
For a detailed case study, please download from - http://ozonetel.com/casestudies.php . Select the document as 'Grocery'