Outdated Customer Query Handling for Fastag Services - 3i Infotech Digital BPS Limited is a dynamic player in the IT and Business Process Outsourcing (BPO) industry, offering a wide array of services, including Customer Service, Tele-Sales, Collections, and back-office automation processes, among others. The company's commitment to excellence extends to serving its clients and their customers efficiently and effectively.
However, a critical challenge has emerged concerning the handling of customer queries related to Fastag services. One of 3i Infotech's clients has been using manual methods, primarily Excel sheets, to update and respond to customer queries related to Fastag, which has proven to be inefficient and error-prone. This outdated approach has resulted in prolonged response times, inaccuracies in data management, and a lack of streamlined communication between the client's customer support team and the Fastag users.
To overcome these challenges, RightSide implemented a modern Omnichannel Helpdesk Solution. The Helpdesk solution provided a centralized platform for efficiently managing, tracking, and responding to customer queries and concerns related to Fastag services. It streamlined the workflow, enabled faster query resolution, and enhanced the overall customer experience. The solution was integrated with multiple third-party applications.
By adopting the Omnichannel Helpdesk Solution, 3i Infotech Digital BPS Limited offered its client a more robust and efficient system for handling Fastag-related customer inquiries. This technology upgraded lead to reduced response times, improved data accuracy, better customer satisfaction, and overall enhanced operational efficiency, aligning with the company's commitment to delivering top-notch IT and BPO services.
The following features were customised and deployed
24/7 Customer Connectivity with a Self-Help IVR Solution
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