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Case Study Finder

Customer Care Solution

vCustomer’s Customer Care Solution enables technology to provide multiple channels to interact with your customers — voice, email, Web chat and self help. This over arching solution encompasses all aspects of customer interaction — processes, multi-channel support and customer data analysis — to provide a comprehensive customer care service. Our Customer Care Solution provides:

  Identification of the underlying issue causing the customers’ problem
  Strategies to continuously guarantee a better experience going forward
  Recommendations to policy changes to reduce customer dissatisfaction
  Targeting of customers likely to utilize self-support service channels and drives these customers towards these channels
  Identification of transactions that could be automated through an Interactive Voice Response (IVR)

A leading networking device manufacturer wanted to improve customer satisfaction and also reduce costs by providing quick resolutions. vCustomer developed and implemented a plan to redefine the quality model, improve agent soft skills and to redesign the call flow management. Within 10 weeks of executing these changes, first call resolution (FCR) increased by 8 % and the CSAT score increased by 19%.

Delivery Model


Integration with Platform


Document Management  |   Integrated Web/ IVR Management  |  Customer Interaction Management
Data Analysis & Reporting
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