MacPodpora (iSupport)

Initial situation in the company

The company was using only mobile phones.

Needs

• Establish a centralized support line
• IVR routing customers to the right service and technician according to their needs
• Automatically send SMS to a customer whose call was not handled

Solution

We have deployed the OptimCall phone system as a service to operate the customer care line and set it up according to the customer’s requirements. We arranged a fixed VoIP number for the customer care line, as well as wireless desktop phones.

Benefits

• Central reception customer calls
• Records and control over service level compliance
• Increase in the number of orders thanks to records of missed calls and systematically calling back