Growing E-commerce Platform
3 months
E-commerce
Overview
An e-commerce company experiencing rapid growth needed to scale their customer service operations without proportionally increasing costs. They were receiving thousands of customer calls daily, many for routine inquiries like order status, returns, and product information. The company wanted to maintain high-quality customer service while reducing operational costs.
The Challenge
The company's customer service team was overwhelmed with call volume, leading to long hold times and frustrated customers. Hiring additional staff was expensive and not scalable. Many calls were for simple inquiries that could be automated, but the company wanted to ensure customers still received personalized, helpful service. They also needed the solution to handle peak periods during sales events.
Our Solution
We developed an intelligent calling agent with natural language understanding and voice recognition capabilities. The agent can handle incoming calls, answer frequently asked questions, check order status, process returns, and route complex issues to human agents when needed. The system integrates with the company's CRM and order management systems to provide real-time information to customers.
Technologies Used
- Voice Recognition
- Natural Language Processing
- CRM Integration
- Cloud Telephony
Results
Handled 60% of customer calls without human intervention
Reduced average call wait time from 8 minutes to 30 seconds
Decreased customer service costs by 45%
Improved customer satisfaction scores by 35%
Scaled to handle 10,000+ calls daily during peak periods