12Go
One of 12Go’s top priorities is to create a first-class customer support service, available 24/7, in various languages. In order to meet this goal, a tool would need to be integrated into the company’s CRM, which would make available to the operator not only information in the existing CRM database but also new customer information in real-time.
Voximplant’s task was automating phone calls processed within our support team. I want to note the flexibility of the platform tools and integration, because it was required to establish interaction with the self 12Go CRM. Of course, this is not as simple as in the case of “boxed” services, but Voximplant experts were able to quickly resolve all the issues that arose initially. As a result, we have a fully working system for handling incoming and outgoing calls. Technical support staff got simple and effective work tools at their disposal, and company management was provided with quality analysis and control.
Because a self-written CRM managed all of the processes inside 12Go, this excluded the possibility of automatic integration with tools available in the Voximplant platform. As a result, the following tools were used: 1) Dialers and webphones for handling incoming and outgoing calls and 2) Zingaya button on the 12Go website to make a call directly from the web. The integration was performed in two stages: a) Initial configuration of services in relation to the CRM of 12Go Asia and b) collecting feedback from company employees and technical staff while making all of the necessary updates and launching an integrated communication system. The whole process from the initial discussion to the full launch took 2.5 months.
Efficiency. 12Go received a reliable tool to analyze the work of their support team.
Analytics. Weekly generated reports showed an accurate calculation of the amount of time spent on all support calls.
Convenience. Support staff was able to immediately see the entire history of a customer during a call.
Protection. Records of all calls are now stored in the archive, which is useful when resolving disputes.
Reach. Support staff no longer need to use conventional telephones.
12Go was founded in Singapore in 2013 as a travel consulting company. Their customers are primarily travelers who want to organize their own trips but need assistance in the planning stages, especially for places with difficult routes and complex transport systems.
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