Customer's One Stop solution
COSS is a hybrid CRM softwrae tailored to streamline experience for Customer looking for Customer care as well as the agents at the call centre.
About
Our project focuses on developing a comprehensive Customer Management Software tailored specifically for call center agents. This innovative software aims to streamline and enhance the efficiency of customer interactions within call centers. By integrating intuitive user interfaces and robust functionalities, our solution empowers agents to efficiently manage customer data, resolve queries promptly, and provide personalized support. The software aims to revolutionize how call center agents interact with customers, ensuring a seamless and optimized experience for both agents and customers alike
Brief
How might we simplify the process of responding and solving problems of customers through various channels for agents while improving the experience on the customer's end?
Zendesk, Salesforce, Freshdesk, and Tidio are key tools for call centers and customer care. Zendesk and Freshdesk focus on ticketing systems, while Salesforce specializes in CRM. Tidio excels in live chat support. While all offer customer service solutions, Salesforce is highly customizable for larger enterprises, while Zendesk, Freshdesk, and Tidio cater to businesses of various sizes with user-friendly interfaces.
User journeys
After studying the existing Softwares, the following maps could be derived. It has a call centre agent's perspective and customer's perspective.
Pain points
- Frequent Channel Changes: Starting interactions anew when channels change.
- Excessive Clicks: Too many clicks leading to prolonged processes.
- Increased Hold Time: Complex navigation resulting in longer hold times.
- Manual Steps Consuming Time: Manual processes lengthening handling duration.
- Constant Need for Context: Agents continually searching chat history or transactions for context.
- Language Barriers: Language issues acting as a barrier, particularly in the Indian context, impacting communication between agents and customers.
Solution
Creating an open-channel approach from the customer perspective ensures seamless transitions, while adopting an omnichannel view from the agent's standpoint facilitates efficient handling across various channels, addressing the challenges of frequent changes and enhancing the overall customer experience.
Work in Progress. Will be updated soon.