Incoming support call volume has dropped by 23%
CSAT and NPS increased by 20% and 26% respectivel
Average support call wait time has come down to 3 minutes
Our client, a Service Company with a sizeable customer support team catering to the Australia-New Zealand region was facing:
● High incoming support call volumes
● Wait times of 15 minutes or more
● Long query resolution time
● Low NPS and CSAT
In a little over a year, the client’s NPS and CSAT had dropped by 20% and 18% respectively. The company realised that recovering NPS and CSAT would require drastically transforming the customer support channel to become much more efficient. The challenge here was to reduce the number of incoming calls and to offer the best-in-class customer support experience.
Incoming calls were handed over not once, but at least twice, and a lot of crucial information was lost in that process. Moving customers between support agents meant that customers often had to repeat their stories, and agents had less time for up-selling or cross-selling.
The client required a solution that crawled all incoming calls and support tickets to unify customer insights and sentiments in one place for more effective problem-solving.
Implementing Eclipse AI made the client’s customer experience seamless. Using the unified call and ticket data, the client was able to spot recurring queries and complaints and roll out the necessary improvements across its portal.
In addition, building lasting relationships and retaining customers requires listening carefully to customers during calls. Using Eclipse AI meant that Support Staff didn’t have to take notes. They could be more engaged with customers, focusing on identifying what’s really important to them while Eclipse would extract the important insights from the call recordings and compile them in an easy to use dashboard.
Since adopting Eclipse AI:
● Incoming support call volume has dropped by 23%● Average wait time has come down to 3 minutes● CSAT and NPS increased by 20% and 26% respectively
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