Promoted | Intercape boosts CX with Telviva TelvivaSA
improve the mobility of people across Southern Africa and to be their intercity transport operator of choice. As such, the company is dedicated to delivering a safe, dependable and affordable road transport service. Due to the nature of the business, there are high volumes of calls to the company’s contact centres, as well as high volumes of inter-company calls. Two-way radios were used at the major depots, with drivers utilising the call back functionality, adding to communications complexity.
“Intercape has a strong software development team working on technology solutions for the company, including having built its own ticketing system. Partnering with Telviva – which has its own infrastructure and engineers – meant that it opened up greater opportunities for integration. In addition, if there is a huge influx of calls, the communications system automatically starts escalating calls and routing them through to staff members’ cellphones. With over 150 vehicles on the road at the same time, enabling seamless communications has resulted in major improvements in efficiency.As a bus company transporting passengers around South Africa and beyond, customer experience and customer service efficiency has been key.
It is no different for Intercape, which has seen a 200% year on year growth in the use of WhatsApp and web chat, while the use of phone calls has declined. Call centre staff have been engaged specifically to manage chat queries from customers. However, WhatsApp messaging should not be run in isolation and needs to be used through a platform that brings together all multiple communications channels so that they can be used efficiently., which gives contact centres, customer service centres and customer-facing teams a single user-friendly view of all the channels on a browser they can access anywhere, on any device, for a more authentic, immediate customer experience.
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