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Ameyo Customer Success Story | Zicom

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Ameyo best suited our requirement. It enhanced the quality of customer interaction and allowed us to provide quality support to our customers.

Breznitar Bhesania

Breznitar Bhesania

Head of Customer Service,
Zicom

zicom

Use Case

Customer Service

Region

India

Industry

Electronic Security

About Zicom

Zicom is a pioneer and leader in the field of Electronic Security in India. The company provides an array of products and services which are state-of-the-art, reliable, high- quality products and solutions such as CCTV Surveillance System, Access Control System, Fire Alarm System, Multi-Apartment Video Door Phones, Video Door Phone, Intruder Alarm Systems, Fingerprint Locks and Remote Managed Services (RAM) using the power of cloud. From quality products to professional after sales services, Zicom has driven the markets with customer centric focus.

Challenges

  • No Real-time quality monitoring
  • No Multi-channel support
  • Managing after office hours queries
  • Slow query resolution

Results

  • Real-time visibility of relevant agent metrics
  • Multi-channel customer interaction via SMS, and email
  • Office hour configuration for customer satisfaction
  • Self service for faster query resolution

Ameyo helped Zicom

Ameyo provided them with a self- service IVR that allowed their customers to address their issues immediately. Furthermore, they had configured multi-channel interaction through e-mail and SMS to provide a constant communication channel with their customers. They had also implemented an Office Hour Configuration that communicated to customers that their office is closed and no one would be able to attend their calls. To address the quality monitoring, a wallboard was provided to ensure that the management team were kept up-to-date on the performance levels of their operations.