Dialpadの導入事例
サービス詳細導入企業｜Ooredoo
How Ooredoo increased online interactions from 0.4% to 37%
課題・目的
Previous standalone online chat platform was not bringing much traffic
Could not get all employees to answer customer queries independently from the contact chat center system
Only 0.4% of monthly inbound customer interactions came through the standalone online chat platform
導入後の効果
Online interactions increased from 0.4% to 34-37% of monthly inbound customer interactions
Customers with data-only SIM cards can now receive support via online channels
Retail teams can focus on in-store customers instead of answering queries from data-only customers
まとめ
Dialpadの導入を検討していますか？
サービスの比較・選定業務を無料でサポートします。
導入事例の詳細
導入前の課題
Previous standalone online chat platform was not bringing much traffic
Could not get all employees to answer customer queries independently from the contact chat center system
Only 0.4% of monthly inbound customer interactions came through the standalone online chat platform
導入の目的
Shift customer interactions from retail sales to ecommerce and online channels
Create a fully integrated, omnichannel customer experience
Free up agents' time and improve customer satisfaction
導入後の効果
Online interactions increased from 0.4% to 34-37% of monthly inbound customer interactions
Customers with data-only SIM cards can now receive support via online channels
Retail teams can focus on in-store customers instead of answering queries from data-only customers
Shorter wait times and faster serving times
導入の決め手
Dialpad's open API enables seamless integrations with existing systems
Integration with contact center system was possible
Single interface to manage all tickets from multiple channels like Facebook, WhatsApp, and online chats
導入のプロセス
Ooredoo migrated their call center online using Dialpad's digital engagement platform, enabling support via WhatsApp, Facebook Messenger, Twitter, and Instagram, and integrated everything with their contact center system.
活用方法
Agents use a single interface to manage all tickets from Facebook, WhatsApp, and other online chats, handling up to 4 interactions comfortably vs. 1 call at a time.
今後の展望
Ooredoo plans to leverage chatbots to deflect simple inquiries, aiming to shift 70% of customer interactions online within 2 years and provide more chat channels like Apple Business.
カテゴリ
Dialpad Connectで最適なビジネスコミュニケーションを実現：クラウド電話、ビデオ会議、チャット、FAXなどの機能を1つのプラットフォームでご利用できます。
Ooredoo
IT・通信業界
1,001名以上
非上場
Multinational mobile telecommunications company
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Dialpadの導入を検討していますか？
サービスの比較・選定業務を無料でサポートします。
カテゴリ
Dialpad Connectで最適なビジネスコミュニケーションを実現：クラウド電話、ビデオ会議、チャット、FAXなどの機能を1つのプラットフォームでご利用できます。
Ooredoo
IT・通信業界
1,001名以上
非上場
Multinational mobile telecommunications company
サービス選定で失敗しない！
貴社にピッタリのサービスを無料で診断する
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