Elevating customer retention with ConnectPlex ChatBot
Read moreOverview
In the dynamic realm of India's cable broadband and cable television services, our client emerged as a trailblazing force committed to revolutionizing customer experiences. The surge in customer interactions across their digital platforms sparked a transformative partnership between our client and ConnectPlex, leading to the inception of CIYA – a cutting-edge AI-driven chatbot. This innovative solution seamlessly integrated into our client's app, self-care portal, website, and WhatsApp, was meticulously crafted to deftly handle a wide array of customer queries, complaints, and requests.
The Challenges
Our client confronted a series of substantial challenges that included the time-consuming process of query analysis, sluggish response times, delayed issue resolutions, and a surge in operational expenses. To tackle these hurdles head-on, our client outlined the following objectives:
- Streamline the ticketing system to drastically reduce customer wait times.
- Significantly reduce first-response times, ensuring immediate query resolutions, ultimately heightening overall customer satisfaction.
- Ignite lead generation efforts and nurture the development of a robust sales pipeline.
The Solutions
Embarking on a transformative journey with ConnectPlex, our client envisioned the creation of CIYA – an AI-powered chatbot meticulously designed to revolutionize customer service and response times. The deployment of DIVA across the app, self-care portal, website, and whatsapp had a profound influence on the overall customer experience, resulting in:
- Automated ticket creation for unresolved issues, paired with on-demand support.
- Efficient management of marketing initiatives, including the dissemination of offers and promotions to existing users and active lead capture to fortify the sales pipeline.
- Seamless integration with payment gateways, enabling effortless customer account renewals.
Our Client's Ecosystem
- Platform: App, Website & WhatsApp
- Use-Cases: Customer Engagement, Lead Generation
With ConnectPlex, we achieved unprecedented speed and efficiency for our customers, fostering enhanced customer communication and delivering cutting-edge digital experiences that consistently yield impactful results
The Results
The collaborative synergy between our client and ConnectPlex culminated in the creation of an intelligent virtual assistant offering instant support and expeditious query resolution. The remarkable 60X improvement in first-resolution time stands as a testament to the chatbot's effectiveness. This versatile multi-platform chatbot introduces a myriad of features, including automatic ticket creation, on-demand support, lead generation, and seamless customer account renewal. The continuous scrutiny of user analytics empowers our client and ConnectPlex to identify and seamlessly implement novel use-cases across various platforms, ensuring a dynamic and ever-improving customer engagement ecosystem.
The Impact
2.5M+ Conversations Seamlessly Managed
98% Enhanced Issue Identification
60x Remarkable First-Time Resolution Advancement
ConnectPlex stands as an indispensable partner for our client, pioneering revolutionary innovations in Conversational AI. Their AI platform is reshaping our approach to meaningful digital interactions and fostering unparalleled customer engagement.
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