Ricoh is one of the finest IT organizations in the IT sector. Being in the service sector, one of their key mandates is to provide excellent customer support. They needed a platform for resolving customer queries and providing customer support. Further, they wanted access to previous data to help train future employees.
The IT industry is a combination of IT services and Business Processing Outsourcing (BPO). Providing customers with quick and effective support plays a major role in customer retention in this huge, high-growth industry.
Below are the challenges faced by Ricoh:
- Ricoh was not able to track their customer calls
- Ricoh also needed a call management system that could provide a complete database of their callers.
MyOperator provided Ricoh with a virtual number and complete IVR platform which enabled them to map agents to various departments. Calls were routed to the right agent which helped resolve queries more productively.
With MyOperator’s call management solution, Ricoh attained the ability to
- Analyze agents’ performance on calls through call recording.
- Follow up with missed support calls.
- Handle high call volume using IVR.
Managing inbound calls has become easier with the implementation of Myoperator. This has further led to an increase in inbound customer conversion. It also helps in retaining customers better.
Request a free demo now to find out how MyOperator can help your organization scale its sales and customer service operations.
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