iOPEX is the new age technology partner for organizations looking to grow their business with our innovative, consistent and quality IT services. We enhance the speed and quality of operations by bringing a balanced mix of process standardization, quality assurance, and automation.
The Client :
The client is a leading US based chain of salons that provides high touch blowout service in United States and Canada.
The Challenge :
The client had engaged with a distributed part time home-based customer service provider to handle customer inquiries and booking appointments. Some of the challenges faced by the client:
- Incumbent vendor was not able handle high call and seasonal volumes on a consistent basis
- Lack of a centralized ticketing system for accountability and analytical reporting for better customer insights
- Absence of centralized dissemination of knowledge and training for agents to enhance customer experience.