Customer Support Efficiency Project for the Service Industry
Achieving business process reengineering and optimal tool utilization due to multi-vendor environments
- Business Process Reengineering Unit
01.
Client Challenge
The service industry client faced challenges in customer support operations, including prolonged response times and declining customer satisfaction.
Additionally, inadequate recording and management of inquiry details led to inconsistent handling of customer requests.
02.
Massive Act's Approach
We analyzed our customer service processes and proposed implementing a Customer Relationship Management (CRM) system.
This enabled centralized management of each customer's history, improving the efficiency of our support operations.
We also introduced a self-service system utilizing FAQs and chatbots, accelerating initial response times.
03.
Project Outcomes
Customer support response times were reduced by 40%, and customer satisfaction increased by 10 points.
Furthermore, the introduction of chatbots automated 25% of inquiries, significantly reducing the workload on support staff.
