Executive Summary
Bewakoof.com enhanced customer support with
C-Zentrix CCaaS (Cloud Contact Center), achieving
85-90% CSAT, faster resolutions, and improved
customer satisfaction.
Challenges
- Bewakoof.com faced a significant challenge in
customer service due to the absence of a call
channel on their website. This limited customer’s
option for seeking assistance, especially for
complex queries or issues that are better
addressed over the phone.
- Without a call option, customers had limited
means to express grievances or seek immediate
assistance. This led to longer response times and
potentially lower customer satisfaction rates,
impacting the overall customer experience
negatively.
Solution provided by C-Zentrix
- Enhanced Communication: Bewakoof.com's website now integrates C-Zentrix CCaaS, allowing
customers to interact not just via chatbot but also through a new call-back request feature, elevating the
level of customer assistance.
- Seamless Call Integration: When a call-back request is made, customer details seamlessly flow into the
CZ dialer, triggering an immediate real-time call between a Bewakoof.com executive and the customer.
- Improved Customer Experience: This streamlined process ensures all customer queries are promptly
addressed, enabling customers to complete their purchases with greater ease and confidence.
What This Means for Bewakoof.com
- Enhanced customer satisfaction: Integration of call functionality helped in providing instant resolution
to customers and improved the positive response rate, leading to 85-90% CSAT.
- Streamlined customer engagement: Customers can now effortlessly connect via phone for instant
assistance, boosting confidence in purchasing and post sales follow-ups.
- Improved operational efficiency: The team reduced the time to resolution and greatly improved the
operational efficiency.
Customer Testimonial
C-Zentrix has revolutionized our customer service for the voice LOB. With its seamless call channel integration,
we've achieved 85-90% CSAT, faster resolutions, and happier customers. The intuitive interface and robust
reporting tools offer invaluable insights for informed decisions. Highly recommended for any business seeking a
reliable call center solution.
