Leading Global Remittance House – Live Chat Implementation
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