Customer Background
HR Platform provider was seeking to cost-effectively service their clients employees. Users expected 24×7 instant support with ability to get full functionality across channels.
Coverage was for 100,000 employees from leading corporates with rigorous performance and compliance standards including top 5 US banks, leading global e-commerce company, top 5 Indian Private sector banks & top 3 telecom player.
A8 Solution
- A8 Chat hosted on cloud with integration to HR Platform and accessible via web, Android and iOS
- Customized UX for each employer with language/ business rules contextualized to needs
- Ability to escalate to human agent for complex queries (and learn on feedback)
- Provide users the ability to log complaint tickets and send/receive documents
Value Created
- Email reduction between 60-80%
- Average TAT for complex queries reduced from 48 to 8 hours
- Manual agent limited to complex queries alone- effort reduced by 50%
- Higher employee satisfaction due to 24×7 availability, mobile support & first time issue resolution
Benefits
4x
Reduction in cycle time.
50%
Lift in efficiency
