Transforming Customer Support and Service Operations with Exafone
Customer snapshot
A broadband internet service provider serving customers across Delhi and NCR, with a growing customer base and support and service teams handling a high volume of connectivity, installation and complaint calls every day.
The challenge
As the customer base grew, the support and service teams were fielding a high volume of calls across many request types, and needed a reliable platform to receive and make them efficiently.
Internet connectivity and service issues, customer support queries and new installation requests all arrived through the same channels.
Service follow-ups, complaint resolution and customer callbacks added to the daily call load.
The team needed one dependable platform to receive inbound calls and make outbound service calls.
The solution
The provider onboarded Exafone’s cloud communication platform to manage customer communication and support from a single, centralised environment.
Inbound customer support
Receive incoming broadband customer calls and handle queries through the support team from one centralised platform, improving accessibility for customers seeking help.
Outbound service calls
Make outbound calls for installation, maintenance and service updates, and follow up on complaints and service requests.
Centralised communication
Manage all customer interactions through a single platform rather than scattered tools.
Proactive outreach
Reach customers with service updates and callbacks whenever required.
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More inspirations
Explore more customer stories from across Exato’s solutions and industries.
See what Exafone could do for your customer support operations
Book a 30-minute demo and we’ll walk through how Exato would run this for your team.