Whitepaper: With Smartflo, a young e-commerce company can set up a customer service helpline without spending any money.

The company, a Pune-based startup, was in the business of offering fresh food and-vegetable delivery services through its mobile app. The products were supplied directly from farms to consumers’ doorstep. The app could be downloaded from Google Play and Apple’s App Store. In addition to accepting orders through the mobile app, the company also allows its customers to make purchases via WhatsApp. As a new player in the e-commerce industry, the company wanted to ensure that buyers always get an optimum experience with its brand. And to serve them better, it wanted to start a telephonic helpdesk. To avoid the hassles of maintaining a legacy contact centre, it looked for web-based options, and finally zeroed in on Smartflo by Tata Tele Business Services (TTBS). Smartflo’s quick deployment, on-demand scalability, customizable IVR, and robust uptime, made it an easy-to-manage cloud telephony service. These key attributes prompted the company to go for the system.

Business Challenge:  The company wanted to roll out its call centre helpdesk to serve its customers efficiently. Buyers who were ordering products through its mobile app sometimes needed to call the back office to inquire about the deliveries, to give feedback, or simply to get real-time support on the usage of the app. There was also a need for a contact centre solution for outbound calling. Through this, new leads could be generated, existing customers updated on the status of their deliveries, and information on new offers could be passed. As the organization was a start-up, it had to park its funds thoughtfully and had some specific expectations from the deployment:

• It required functionally-rich and user-friendly call management features that its small team could use without comprehensive training.
• There was a need for call monitoring and recording to evaluate the quality of interactions with customers for agent feedback and training purposes.
• For outbound calling the team looked for a dialler-based service to contact maximum leads in each marketing campaign.

The organization wanted to avoid a traditional on-premise call centre infrastructure not only to save costs but also to give its employees the freedom of working from remote locations. However, while opting for a cloud-based setup, it also needed optimum security in logins and communications.

TTBS Solution:  TTBS deployed its enterprise-grade cloud communication suite Smartflo with 20 channels for the company. Employees could now log in to their contact centre accounts from any connected device through an internet browser or Smartflo’s mobile app. TTBS tailored the IVR for call routing to the right resources to quickly resolve customers’ concerns when they sprung up. And Smartflo offered a sticky agent feature so that in the case of repeated calling, the customer could interact with the same agent. The IVR settings also allowed customers to record their feedback post the delivery of goods. TTBS cloud-native platform for call management helped the organization to run its customer-centric help-desk without capital expenditure on bulky hardware and complex cabling:

• Inbound and outbound calls from a web-based portal were easy for the team. They could familiarize themselves with Smartflo’s features in less than a week and could use it with any mobile/landline, or just a soft-phone client such as a headset plugged into their device.
• Team leaders could barge into live calls using their special accounts and record conversations to offer feedback to agents.
• Smartflo featured a dashboard offering daily reports on calls received, dialled, missed (if any), duration of all calls, total logged-in time by the team, and agent break reports.
• The auto dialler feature for outbound calls was made simple to update customers about order delivery status and helped the agents run a focused telemarketing campaign for lead generation.

TTBS Smartflo offered the kind of flexibility expected from a cloud application. It could be utilised by contact centre agents and on-field delivery personnel for optimum customer service. For security, Smartflo encrypts all communication with 128-bit AES and account logins are protected by multi-factor authentication.

Read More.