We realized that many organizations are using multiple autonomous software systems for Call Center, Complaint Management, Data Gathering, Outbound Calling Campaigns and Reporting etc. Intellicon solves this problem by delivering complete features and functionalities required for a fully automated contact center for inbound, Outbound and blended operations by a one window solution.
A retail giant in fashion industry with more than 150 outlets countrywide, Their “CX agent Ali” receives a call from a customer “Ms. Zara”, Who is making a complaint about a pair of shoe which she bought last night, She is also not happy with the attitude of the salesperson as she mentioned the defect to him and asked him to change the pair but he packed the defected one.
Agent Ali listens to the distressed customer patiently, Having access to her customer profile, He could see that she is a regular customer and often visits the same outlet for shopping.
He clicks on the complaint management tab and registers the complaint against the salesman, Also creates another complaint about emergency product replacement with free home delivery and assigns both complaints to the manager of that outlet, And promises the customer for a prompt action on her complaint.
At the same time, the outlet manager receives notification via SMS and Email, He opens the complaints and takes appropriate action right away, As he knew that the complaint will be escalated to the zonal manager if not handled within 4 hours.
After getting the replacement delivered along with a note of apology, He updates the complaint status with the action he took and requests for a feedback call.
Agent Ali calls the customer to confirm the status of her complaint, She was very happy about the response she received and appreciated the whole team for their care and concern.
Agent Ali marks the call for review by his manager and got a 5 rating on making the customer feel happy and cared.
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