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Leading Brand in Home Appliances – Innovation & Quality

Looking for reliable and high-quality home appliances? A leading brand in home appliances ensures innovation, durability, and efficiency in every product. From smart refrigerators to energy-efficient washing machines, top brands focus on advanced technology and user-friendly designs.

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Leading Brand in Home Appliances – Innovation & Quality

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  1. CASE STUDY LEADING BRAND IN HOME APPLIANCES DialDesk created experience for its customers best-in-class Background The brand is a leading provider of consumer electronics and home appliances. Their products are marketed across India and even exported to the Middle East and Africa, which brings them queries, including customer complaints through phone calls and emails every month.

  2. THE BUSINESS CHALLENGES 20+ possible issues and resolutions Issues in handling queries over the phone and email in absence of any CRM No ticket management system in place and data maintained in excel Loss of data, no insights High costs to set up an in-house customer service team Difficult to manage round the clock contact center products with different WHAT WE DID Dedicated IVR and ACD deployed along with trained professionals to handle queries 24/7 Created software for end-to-end complaint management where ticket flows from call center to service center, then to service engineers. The service engineers get the ticket details on a mobile application that is geo-tracking enabled and keep updating the status and closures on the application. Focus on FCR by close looping complaints Highlighting escalations and getting them closed on priority Automated report and Dashboards with data insights customer service

  3. Cost reduction by 50% since the process could be migrated to the most cost-effective model Reduction complaints by 37% and first- time resolution rose to 56% in customer Efficiency complaints led to boost in CX quotient and using deep data insights helped future-ready CX strategies in handling to created KEY RESULTS I got fully developed Infrastructure and manpower at the lowest cost. DialDesk gives me an easy and clear layout which helps our work. I would recommend the product to anyone that needs customer support for their business. Pramod Kumar Pandey Manager – After Sales Service

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