THE CLIENT

The client is a leading department store chain with a presence in several states. It has a large customer care team that helps address customer queries and offer product information.

THE CHALLENGES

The client was challenged by process delays, lower productivity, and the inability to monitor customer engagements. They sought a virtual assistant that would:

• Help their customers engage with the respective support agents easily
• Allow the support agents to promote the product details to the desired group of customers
• Keep track of customer enquiries raised in the system