smart IVR
cogent’s intelligent voice response system was set up with the dual aim of reducing call volumes and solving customer concerns efficiently.
Solution Offered
We apply the best solutions to help our customers with their demands.
We created multiple chat & web forms to provide customers with real-time feedback.
Micro-level feedback was captured using multiple touchpoints across digital platforms.
Top-down approach to integrate CRM and analytics for structured customer insights.
Deployed automated satisfaction tracking and reporting to ensure continuous improvement.
Outcomes
We created multiple sites / webpages for this purpose where links were sent using SMS to the customers to obtain their feedback
Micro level feedback was captured using this approach where customer feedback pertaining to interaction was measured
