Success Story

Connected Devices Premium Tech Support & Assignment services for a Leading US based Telecom​

About the Client

A Leading US Based Telecom

Challenges

  • Client needed to setup a One Stop Helpdesk with Proficiency in troubleshooting clients’ devices and systems along with auxiliary smart devices ; Dispatch Field Engineers in case remote troubleshooting fails.​
  • Channels : Chat/Phone; 50,000+ tickets monthly​​

Solutions

A One Stop Desk for Technical Support Desk | Virtual Assistance | Technician Dispatch

1.Auto agent based Catch Dispatch and AR based virtual troubleshooting of customer issues regarding connectivity, functionality and support of smart devices

2.Auto agent based field technicians dispatch as needed & ensure customer experience till resolution

3.Created Metaverse based self serve resolution guides and trainings to elevate customer experience with client’s products and devices

Impact Delivered

>85%

NPS Score

>75%

FCR across phone and chat

<5%

Abandonment Rate

90%

of dispatches handled through automation