PRZOOM - /newswire/ -
Gurgaon, Haryana, India, 2011/12/28 - Delyver, a Bangalore-based company ropes in Ameyo Communications Suite for effective customer interactions management - Drishti-Soft.com.
Ameyo automates and enables centrally-managed customer interactions for Delyver. The latter being an e-commerce business provides home delivery of consumer goods via a dial-n-deliver mode. The website is a single window where customers can view the products online, and order by dialing on to a centralized number.
Most of the daily customer interactions at Delyver comprise of order-placements and inquires of the order status. In similar e-commerce businesses, call traffic increases with the increase in the number of customers and also on special days like holidays, festivals etc. The primary challenge is managing such irregular call volumes while ensuring that not even a single customer call is missed. Every missed call means a lost business opportunity or even annoying an already dissatisfied customer.
"As our customer base increased, we experienced a direct increase in the incoming calls and decided to automate the call handling. However, our earlier solution could not help us in managing the missed calls and identify repeat customers. During peak hours, the solution totally failed to perform. Now, with Ameyo as our technology backbone, we are able to manage the entire customer experience impeccably. In fact, within the first 60 days of using Ameyo, we have been successful in achieving a 95% conversion of hitherto missed calls to orders and a non-quantifiable increase in customer satisfaction." - says Afsal Salu, CTO at Delyver.
Talking about the future value-adds being planned around Ameyo, Girisha R, Sales Manager at Drishti-Soft says - "Currently Ameyo is powering the call center operations and also managing message distribution across multiple delivery centers in the city. Further to this, Delyver.com team also plans to broaden its horizons through web integration which would facilitate online ordering of products."
About Delyver Retail Networks Pvt Ltd
Delyver Retail Network Pvt Ltd is a leading e-commerce firm that provides home shopping services within Bangalore city. Their website delyver.com is an online catalog of various products and services of their partners across categories like Laundry & Dry cleaning, Flowers, Books, Cakes, Spirits & Wines and Restaurant Food. The central idea behind the concept of Delyver Retail Network is to provide ease of shopping from home to customers through a central number - 080 6555 5555 - for any order.
Drishti (drishti-soft.com) is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.