Case Study ยป Here's How TeleCMI Helped IppoPay Overcome Its Challenges!
Here's How TeleCMI Helped IppoPay Overcome Its Challenges!
- Here's how TeleCMI makes it easier for IppoPay to connect its support agents with customers and automate customer support, maintain privacy, reduce inbound traffic through auto call attendant and provide delightful customer service.
About IppoPay
- IppoPay is a payment infrastructure provider helping small businesses collect and distribute payments. Small businesses, freelancers, home-based businesses, and people living in rural areas and Tier 2 and 3 cities can benefit from their services. IppoPay allows retailers to accept a wide range of QR code payments, including Paytm, PhonePe, Google Pay, BHIM, and more than 150 others.
Challenges Faced By IppoPay
- Support teams at IppoPay have experienced large numbers of frequent calls from customers every day where most of the queries are common. The lack of the right phone system makes it harder for IppoPay to attend all incoming calls and results in more missed calls and reduced customer satisfaction. Also, the company faced the big challenges in centralizing customer service and resolving customer inquiries.
- IppoPay wanted to build a support system that was smooth and efficient, and extended with features like call recording and agent monitoring IppoPay approached TeleCMI to achieve this goal of providing omni-channel and automated customer service.
- In addition, IppoPay wanted to provide customers with a single point of contact - so that they could report any service-related problems without hassle.
Here's How TeleCMI Helped IppoPay Overcome Its Challenges!
- A company's reputation suffers when its customers are made to wait long, resulting in a bad relationship, experience, and increased customer churn rates.
- In order to avoid this situation, we provided IppoPay with a Virtual Auto Receptionist along with a additional features from our TeleCMI Cloud Telephony solutions.
- A proactive IVR system that routes calls to the department the customer needs. This reduces waiting times for customers and improves satisfaction.
- As a result of this solution, immediate call backs can be arranged for customers who need assistance regarding their queries.
Business Impact
- With this solution, customers can contact IppoPay using a single Toll-free business number for all service-related inquiries.
- Our intelligent call routing feature enhanced IppoPay's support center productivity and first query resolution rate.
- By taking advantage of the call recording facility, support center managers at IppoPay enhanced agent performance by monitoring their conversations and became future ready by designing better customer service solutions in advance.
- Assisting customers in getting actionable solutions for their queries instantly and fixing timely customer follow up and callback.
- Is your business facing customer service challenges? Take your business to new level using our sales automation, customer service automation and enhanced business communication solutions and products. Check our cloud telephony solutions