Streamlining Customer Support with USSD

Client
E-Commerce Giant

Challenge
Reducing Customer Support Wait Times

Solution
A leading e-commerce company faced the challenge of high customer support call volumes, leading to long wait times and frustrated customers. They sought an efficient solution to streamline customer inquiries and provide instant support. Our USSD and VAS service provider company devised a dynamic USSD-based customer support system. By dialing a designated USSD code, customers could select relevant options from a menu to address their queries, order status, and return requests. The platform also allowed for automated responses and escalation to live agents when required. The implementation of the USSD-based support system significantly reduced call volumes, minimized wait times, and improved customer satisfaction. The e-commerce giant achieved its goal of enhancing customer service efficiency, fostering loyalty, and boosting overall user experience.

A leading e-commerce company faced the challenge of high customer support call volumes, leading to long wait times and frustrated customers. They sought an efficient solution to streamline customer inquiries and provide instant support. Our USSD and VAS service provider company devised a dynamic USSD-based customer support system. By dialing a designated USSD code, customers could select relevant options from a menu to address their queries, order status, and return requests. The platform also allowed for automated responses and escalation to live agents when required. The implementation of the USSD-based support system significantly reduced call volumes, minimized wait times, and improved customer satisfaction. The e-commerce giant achieved its goal of enhancing customer service efficiency, fostering loyalty, and boosting overall user experience.