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In a bid to enhance their omni-channel customer experience, the client sought to expand their services to WhatsApp, alongside their existing mobile app and e-services portal. This strategic move was implemented under our ongoing digital transformation initiative with the client. The proposed solution not only effectively minimized the L1 queries reaching the contact center, but also holds the potential to significantly reduce the operational costs incurred by the entity in sharing bill details via SMS gateways.
The client was facing a critical business challenge wherein customers had to endure lengthy queues on both the IVR system and physical customer service office just to have a few basic queries addressed. This frustrating experience was significantly impacting the client’s customer satisfaction (CSAT) score. Meanwhile, the customer service team was bogged down with a multitude of mundane queries and tickets, limiting their capacity to effectively tackle complex problems that required in-depth conversations with customers. It was imperative that our client found a solution to optimize their customer service operations and enhance their overall customer experience.
Intertec initiated a comprehensive discussion with the customer service team to gather in-depth details on the most frequently asked queries that could be effectively addressed by a WhatsApp bot. Our analysis did not only encompass FAQs but also focused on transactional use cases that the bot could seamlessly handle, including outstanding balance enquiries, bill payments, complaint registrations (with location details and pictures), and the ability to report self-meter readings. To ensure optimal results, we recommended a phased approach to the project, with Phase 1 focusing on the aforementioned services and Phase 2 catering to additional services such as monthly bill sharing. We remain committed to continuously improving the bot’s service delivery, further enhancing our client’s overall customer experience.
With Intertec’s help, the client was able to effectively minimize the L1 queries reaching the contact center, as customers were able to resolve their queries through the platform. This resulted in a reduction in contact center traffic and improved customer satisfaction.
Additionally, the solution has the potential to significantly reduce the operational costs incurred by the entity in sharing bill details via SMS gateways. Intertec helped the client to achieve:
Name
Oman Water and Waste Water Services Company (Nama Water Services)
Industry
Utilities & Energy
Revenue
$3.8m (approx.)
Employees
4000
Related Offerings
UAE: +971-4-4479444
KSA: +966-11-4729431
Oman: +968-24152301/302
Bahrain: +973-17-228070
Mumbai: +91-22-66923961/62
Bangalore: +91-80-25270619
Email: [email protected]
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