Gurgaon, April 8, 2015: Contact center technology provider and integrations expert, Ameyo is pleased to announce that Delhivery, a logistics service and supply chain provider has chosen Ameyo to power their growing customer service demands with its sophisticated features and functionality.
Delhivery’s distributed fulfillment network coupled with their inventory management toolkit helps retailers optimize inventory allocation across the country and lower total logistics costs while maintaining same-day/next-day service levels. Customer service is vital for Delhivery as it directly deals with customers and over 25,000 sellers operating in over 175 cities in India, entrusted with shipments to be delivered on time.
Delhivery implemented inbound voice campaigns on Ameyo to address their Forward Shipment processes and ticketing management solutions to cater to customer queries and complaints. Delhivery was able to evaluate agent performance and workflows through basic reports generated by Ameyo, that helped in identifying the gaps in the processes.
“Delhivery’s Customer Experience Strategy is to build a world class voice of customer program by delivering supreme Customer Experience through various touch points. The objective is to improve customer satisfaction and loyalty thereby increasing customer lifetime value by making the most out of every customer engagement whether in person, online via email or chat or over the phone. To achieve this we researched, engaged and weighed multiple Contact Center Solution providers in the industry. Ameyo came across as the most flexible technology that could customize and design a Contact Center Solution by aligning themselves with our vision and objective. This solution has enabled Delhivery in consistently increasing its customer satisfaction score.” says Bhavneet Kaur, Senior Product Manager, Delhivery
Ameyo solution is tightly integrated with Delhivery’s custom ERP system and 3rd party platform FreshDesk. This integration provides a single platform and screen for Support Executives to view customer information, effectively answer queries, create specific tickets for service follow through and enable cross-functional collaboration within the company to deliver a consistent value proposition to customers.
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