Automating customer Support for a Telecom Giant

Overview

One of our clients who is in the telecom industry to improve customer service efficiency. They reached out to us to build an intelligent support system powered by PHP to automate key processes.

Industry

Telecom

Services

Process Transformation, Web Solutions

Our Process

Our process began with in-depth stakeholder sessions to thoroughly assess the communication infrastructure needs. We conducted extensive study on telecom service design, network compatibility, and user interaction patterns. The design phase focused on creating wireframes for complex service selections, clear price information, and user-friendly account management features.

1
Needs Assessment

We studied the support workflows and identified the automation opportunities.

2
System Architecture

We designed a ticketing system with automated workflows for common queries.

3
Integration

We incorporated chatbots, email parsing and CRM tools.

4
Deployment and Training

Rolled out the system and trained the client’s support team.

The Problem

The fintech startup lacked a secure system to handle user transactions and financial data. The existing tools they used were prone to data breaches and lacked necessary compliance with financial regulations.

Our Role

  • Design
  • Development
  • Research
  • Testing

Project Challenges

1.Customer Dissatisfaction

Slow response times and inefficient support negatively impacted customer satisfaction

2.Manual Processes

We faced limited scalability and efficiency in handling customer inquiries.

Results

 
By streamlining support operations and improving response times, we significantly enhanced customer satisfaction and reduced operational costs.

Faster Response Times:

80% of the queries were resolved within 24 hours

Cost Savings

Operational costs were reduced by 35%!

Customer Retention

Customer satisfaction increased to 92%!

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