Global Digital Transformation Partner
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IVR to WhatsApp
Story
Prior to implementing IVR on WhatsApp, our clients had multiple contact center channels managed by TCID, including Inbound Calls, Social Media, and WhatsApp. Then, at the beginning of the year, the inbound call channel experienced a significant surge in traffic, leading to a backlog and queues on the call line.
Challenge
- Ensuring customer satisfaction is our top priority, and we strive to maintain it consistently. It is crucial for us to meet the client's expectations, which include effectively managing call traffic without the need to hire additional agents.
Results
- We have experienced remarkable growth in our WhatsApp channel, with a month-by-month increase in incoming traffic averaging an impressive 44%. This surge in popularity has allowed us to efficiently handle up to three concurrent customers, resulting in a notable 20% reduction in incoming traffic. Additionally, our WhatsApp channel has emerged as a favored communication option, with a consistent monthly increase of 9% in customers selecting it through our IVR system. These positive trends have not only enhanced our customer experience but also brought significant cost savings, as we have successfully reduced Telco expenses for our toll-free number by approximately 21%. This reduction in operational costs has contributed to increased efficiency and overall financial effectiveness.
Our Solution
Indonesia has gained recognition for having a large user base on WhatsApp, making it the highest user count for this messaging application. To optimize our client's Contact Center operations, we have introduced IVR to WhatsApp. Drawing inspiration from the successful implementation of IVR to Kakao Talk by Transcosmos Korea, Transcosmos Indonesia has adopted a similar solution. This innovative solution offers customers two options upon connection to the IVR: they can either connect with a WhatsApp agent or continue their call to speak with a customer service representative. This approach aims to enhance customer experience and streamline communication channels. By leveraging the expertise and experience of our global network, we are committed to delivering exceptional service to our valued customers.
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