HelpArc Helped Vayudoot ISP to Streamline Their Customer Support Process
Introduction:
Vayudoot ISP, a leading internet service provider, was facing challenges with their customer support processes. They were facing high customer wait times and struggling to manage customer inquiries effectively. HelpArc was brought in to help Vayudoot streamline their customer support process and improve customer satisfaction.
Problem Statement:
- Long wait times for customers, leading to frustrated customers and a high number of call transfers
- Ineffective management of customer inquiries, leading to a high volume of repeat inquiries
- Lack of real-time support for customers, leading to a poor customer experience
Solution:
HelpArc provided Vayudoot with a customized customer support solution, including:
- A 24/7 live chat support system, providing real-time support to customers
- A comprehensive customer support toolkit, including a knowledge base and ticketing system
- Customer support consulting, helping Vayudoot optimize their support processes and improve efficiency
Approach:
The HelpArc team worked closely with Vayudoot to understand their specific needs and tailor a solution to their unique requirements. The solution was implemented gradually, with a focus on minimizing disruption to Vayudoot’s existing processes.
Results:
- 50% reduction in average wait times for customers, leading to improved customer satisfaction
- 70% reduction in the volume of repeat inquiries, freeing up support staff to focus on other tasks
- 30% increase in the efficiency of Vayudoot’s customer support processes, resulting in cost savings and increased profitability.
Conclusion:
By streamlining their customer support process, Vayudoot was able to provide their customers with a better experience, while also increasing efficiency and reducing costs. The support team operates for 12 hours daily on all 7 days. This team handles about 15000 calls and 7500 helpdesk tickets in a month. The partnership with HelpArc was key to this success, providing Vayudoot with a customized solution that met their specific needs. As a result of the partnership, Vayudoot saw a significant improvement in customer satisfaction, as well as cost savings, and increased profitability.