How call routing improved customer handling for a wellness brand

4 mins read

The wellness industry has recently stepped into the spotlight for providing high-quality customer support. Many businesses have started placing a strong emphasis on customer support and satisfaction. This is true for businesses that offer services or products directly to consumers, such as gyms, spas, and health supplement companies.

One such business, an India-based health supplement company partnered with Servetel to boost their customer services and calling operations. Servetel offers multiple cloud-based solutions that let businesses take their customer experience to the next level.

What were the client’s requirements

Our client, a health supplement brand, needed a system that would give them 24x7 availability to address more cases in less time. They had been struggling with managing their team during peak seasons. Once we discussed the status of their customer support department, we recognized the following requirements as their top priorities.

How we fulfilled the client’s needs with SERVETEL'S SMART CALL ROUTING

Our client was ready to invest in the latest and best customer support software, which made our partnership even stronger. Therefore, it was even easier to meet their needs than we anticipated, when they discussed their concerns with us.

Based on our discussions, we concluded that our client would benefit the most from our cloud telephony solution equipped with call routing. A call management solution that would help them manage their customer calls more effectively.

Popular features

Interactive Voice Response (IVR)

The IVR helped support agents identify cases better and provide them with relevant solutions without wasting any time. It ensured that the customer went straight to the expert.

Call Management Solution

Our call management suite enabled their support team to smoothly manage calling operations such as call transfers, call monitoring, call analysis, and daily reports, all in one place.

Virtual Numbers

Our virtual numbers let agents handle calls easily while using devices of their own choice. They also helped them keep personal hours unaffected by fixing specific business hours.

Call Transferring

Call transferring lets agents redirect incoming calls to others to ensure that customers receive prompt assistance. Agents can also redirect calls to their supervisor to resolve the query faster.

Call Barging

Call barging helped supervisors maintain the team’s productivity by letting them jump onto complicated calls and assist agents.

Call Whispering

Call whispering allowed managers to listen to live customer-agent interactions and give suggestions to deliver a quick and effective resolution. It resulted in higher customer satisfaction levels.

Call Queue Management

It prevented callers from waiting in long queues. It involved call routing strategies, assigning call priority, and monitoring wait times to identify potential bottlenecks in the call queue.

Call Management Suite

Our client could manage all the customer interactions smoothly from a single centralized location.

Call Monitoring

The solution would automatically start recording calls for references and evaluating agent performance. The recordings were saved on a cloud server and supervisors could access them from any device.

Reports & Analytics

Our cloud-based solutions offer multiple call & agent reports that evaluate every agent-customer interaction. Supervisors can access these reports from their inbox at their convenience.

CRM Integrations

Our call management solutions allow integration with popular CRM and helpdesk tools such as Zendesk, Salesforce, HubSpot, and Zoho CRM.

How the client benefitted from Intelligent Call Routing

Intelligent call routing helped the client handle customer inquiries and orders quickly and efficiently. Here are some of the benefits they experienced after collaborating with Servetel

Time Efficiency

Implementing cloud-based calling solutions with multiple call routing strategies significantly improved the client's efficiency and productivity. They ensured that every customer query was handled by the most suitable agents. This enabled the client to handle a higher volume of calls without compromising the quality of service.

Insightful Reports

The integration of intelligent call routing enabled the company to gather valuable data on call volumes, wait times, and other metrics. These insightful reports provided our client with a comprehensive understanding of their call handling process. They could identify improvement areas and optimize their call routing strategies over time, leading to enhanced efficiency.

Personalized Services

Through intelligent call routing, the supplement company could personalize their services based on customer data, such as order history or preferences. By routing calls to agents equipped with relevant information, our client provided a more tailored and personalized experience to their customers. This level of customization helps to foster stronger relationships with customers and cultivates a sense of loyalty towards the brand.

Satisfied Customers

Call routing ensured that customers were connected to the most relevant agent in time. This eliminated the need for customers to endure long hold times or undergo multiple transfers.
All these factors greatly improved their overall experience and satisfaction with the company. By prioritizing efficiency and customer-centricity, our client can consistently meet and exceed customer expectations.

Successful Campaigns

Agents could easily differentiate between lead calls and customer calls by efficiently categorizing marketing and support campaigns. This allowed them to allocate their attention and resources, accordingly, focusing on high-priority calls that require immediate action.
With a well-organized system in place, our client could effectively manage their workload and maximize the success of their campaigns.

Our cloud calling solution helped the client provide a better customer experience, increase efficiency, ultimately drive growth and profit. It helped them seamlessly direct customer queries to the right agents and resolve them faster.

If you're interested in enhancing your business communication solution, our dedicated experts are available to assist you.