Leading Global Remittance House : Salesforce Agent Live Chat Implementation
The customer is one of the world’s largest money
transfer companies with 500,000+ Agent locations in
more than 200 countries, facilitating movement of
over $400bn annually.
Business Challenge
The customer expected quicker turnaround from customer service organization, given the expectations from anxious end consumers
Existing solutions include offline emails or phone calls to pass on the feedback to customer service representatives
Representatives needed faster access to history of issues and complaints for effective and quick resolution, with minimum system changes, which was not easily available then.
Opus Solution
Opus applied its 2 decade-strong engagement principles to work with respective business units to understand the exact needs.
Fastest solution was to build a Live Chat with registered users to connect agents and customers with Customer Service Representatives
The solution catered to multiple regions, countries and languages, improving customer experience and reducing the wait time
Quality of service was recorded as-is and converted into structured data for future references
Business Benefits
Improved customer convenience, experience and loyalty
Easy reporting and analytics yielding better insights
Reduced issue & query resolution time
Improved & efficient customer problems discovery
Easily configurable by administrators as per norms applicable in new regions and countries
Ability to transfer and recommend most suitable representative as per relevant expertise
Automatic chat routing for more complex problems
Configurable multi lingual support
Quick chat transfers between representatives
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