Customer Service Assistance and Lead Acquisition Support for an Asian White Cement Manufacturing Giant

The Client

Our client is an emerging leader in the Asian cement sector, striving in a high-growth market fueled by infrastructure and housing development needs. Despite the strong market presence, the client was experiencing substantial barriers with the multi-faceted issues of managing customer queries and lead generation internally.

The Requirements

The client needed a dependable partner to implement strategies and take over customer service and lead generation functions. They were looking for a partner who could manage calls and user enquiries through the company’s toll-free line, promote transactions using their club reward points, and manage interactions across the website and social media. The requirement also extended to conducting NPS surveys and analyzing feedback, ensuring a holistic approach to customer satisfaction.

The Challenges

The client experienced several operational challenges due to suboptimal customer interaction management and less impactful lead-generation practices.

• Long response times resulted in excessive abandonment rates.
• Poor follow-up on leads led to the loss of sales opportunities.
• Missed queries and delayed response times decreased customer satisfaction.
• Inadequate promotion of reward programs minimized the transaction rates.

Our Solution

We created a future-proof solution to reshape the client's customer service operations and lead generation measures. This included -

• Engaging seasoned customer service representatives for multi-channel support.
• Implementing proactive dialing protocols to maximize lead conversion.
• Executing advanced data collection systems to evaluate customer satisfaction.
• Training agents on the client's products, services, and reward points to improve customer engagement.

Tools and Accelerators Used

Our solutions included advanced technologies and strong security protocols to improve overall service delivery.

• Customized CRM systems to track customer interactions and manage feedback systems.
• Integrating open-source contact center software like VICIDial to streamline call processing.
• Implementing data protection measures such as encryption and access controls.
• Adhering to TRAI and ISO 27001 regulations and assigning Lean Six Sigma certified project managers.

The Result

The collaboration helped the client achieve transformative advancements in user experience and engagement, resulting in an all-time high in CSAT scores. However, the major accomplishments included the following -

• Faster query resolution and attention to detail improved customer satisfaction levels.
• Timely follow-ups and the lead nurturing processes increased conversion rates significantly.
• Special promotion of the reward points resulted in more transactions.
• Multi-channel and multi-lingual communication helped the client improve user engagement dynamics.

Comprehensive Customer Service Solutions to Increase Reach and Boost Sales

Our custom support is designed to revolutionize the customer service operations of global clients by implementing improved processes and leveraging the expertise of our skilled agents. We use strategic initiatives to enhance service delivery and increase overall sales while decreasing operational expenditures. Extensive training sessions and practices such as Lean Six Sigma improve service quality and ensure ongoing improvement.

Discover how our customer engagement strategies can propel growth within your organization.