New
Voximplant Kit: omnichannel cloud contact center

Call Center for 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 as it comes in, real-time.
This case is from the Contact Centers industry.
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About company

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.

  • 2.5month takenintegration from a scratch
  • 500+callsprocessed weekly
  • 0lost callssince the integration

Because a self-written CRM was used to manage 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) Dialer and webphone for handling incoming and outgoing calls. 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, 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

Call Center for 12Go

How it Works

Results

  • 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 needed to use conventional telephones

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