With Salesforce Service Cloud, Tata CLiQ has automated service workflows. So, customers’ queries are now logged, managed, and resolved faster than ever.
Over 500 agents have a holistic view of customer orders, purchases, complaints, and service history - all captured in a single source of truth. These insights help them personalise service interactions, and deliver experiences that customers love.
With computer telephony integration (CTI), agents can perform all phone functions – including answering, disconnecting, and transferring calls – from the convenience of their computer screen. Even before they pick up the phone, the customer’s profile pops up on their screen.
A centralised knowledge management database gives them access to 1,000+ articles on customer issues, so that they’re able to solve cases faster.
“No longer do we have to keep customers waiting while we search for the right data,” says Ashutosh Dabral, Chief Product Officer, Tata CLiQ. “With a unified customer view, our first call resolution rates have improved by 15% in 12 months.”
What’s more, the average handling time (AHT) has dropped by 8-10% in just four months, translating into savings of thousands of productive hours. With more time freed up, agents can focus on deepening customer connections, and giving complex cases the attention they deserve. As a result, customers leave each interaction feeling satisfied.
Tata CLiQ also has a contextual view of omni-channel touchpoints. So, customers can begin their service interaction on one channel (e.g., emails or the website) and smoothly move to another (e.g., calls) without having to repeat themselves to multiple agents.
“Through Salesforce, we’re delighting customers by delivering contextual, proactive, and personalised service across interaction channels,” says Srivastava.