“Today, customers are not just looking for a solution; instead, they want it to be seamless and easy to navigate, ensuring minimal hassle,” said Srivastava.
Tata CLiQ has achieved remarkable improvements with Genesys — with agents responding to 100% of calls within 30 seconds.
Reaching and serving customers effectively
A surge in customer inquiries required Tata CLiQ to introduce self-service options such as chatbots and IVR solutions to handle routine customer queries efficiently. Additionally, a callback feature allowed customers to select their preferred time and date for receiving calls, enhancing personalization.
“We’ve achieved significant breakthroughs with Genesys, from servicing 130,000 of our customers on IVR to a 300 percent reduction in repeat calls,” said Srivastava.
This enabled Tata CLiQ to better measure customer satisfaction through post-interaction IVR calls, maintaining a 96% CSAT score.
Driving agent productivity with customizable solutions
Integrating Genesys into the CRM system in the Tata CLiQ contact center helped agents overcome various platform navigation challenges and equip them with essential knowledge about customer needs. Agents were now empowered to deliver hyper-personalized services more frequently, while chatbots handled automated, low-level tasks.
“What sets Genesys apart is that they strive to create a customized solution that meets the needs of their customers, rather than trying to pitch a pre-existing solution,” said Srivastava. “Their accessible and highly skilled leadership team also serves as valuable industry advisors, making them more than just a service provider.”
