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The story of slice, scaling from just 4 to 250 inbound agents with Exotel

About Slice

slice is a one-stop payment app for all your spending needs. The goal is to make money management simpler & faster for you. They provide an easy & transparent app to help the members transact seamlessly using a card or UPI and manage all their spending in one place. slice has 12Mn+ registered members with an average age of 27, making them a market leader for the Gen-Z and millennials.

We interviewed Manan Manocha, Head of Customer Service, slice and gathered key insights and highlights on their business since using Exotel. Let’s have a look.

Setting up a Simple
Call Centre

Challenges and Solutions

01/

Having an Inbound support team

01/

Having an Inbound support team

01/

Having an Inbound support team

01/

Having an Inbound support team

01/ Having an Inbound support team

Before Exotel, slice handled customer support activities via mail. A daily average of 3000 emails was tedious as the support volumes increased.

Their agents had to dial in every customer number and call for KYC verification individually before implementing Click-To-Call.

Many people started requesting callbacks from us; they want us to chat with them and call them during the moratorium period where we even enabled missed call services.

This is where slice decided to get a business-specific virtual number to publish across all their collaterals so that customers can reach out for query resolution.

02/ Having an Inbound support team

Before Exotel, slice handled customer support activities via mail. A daily average of 3000 emails was tedious as the support volumes increased.

Their agents had to dial in every customer number and call for KYC verification individually before implementing Click-To-Call.

Many people started requesting callbacks from us; they want us to chat with them and call them during the moratorium period where we even enabled missed call services.

This is where slice decided to get a business-specific virtual number to publish across all their collaterals so that customers can reach out for query resolution.

03/ Having an Inbound support team

Before Exotel, slice handled customer support activities via mail. A daily average of 3000 emails was tedious as the support volumes increased.

Their agents had to dial in every customer number and call for KYC verification individually before implementing Click-To-Call.

Many people started requesting callbacks from us; they want us to chat with them and call them during the moratorium period where we even enabled missed call services.

This is where slice decided to get a business-specific virtual number to publish across all their collaterals so that customers can reach out for query resolution.

04/ Having an Inbound support team

Before Exotel, slice handled customer support activities via mail. A daily average of 3000 emails was tedious as the support volumes increased.

Their agents had to dial in every customer number and call for KYC verification individually before implementing Click-To-Call.

Many people started requesting callbacks from us; they want us to chat with them and call them during the moratorium period where we even enabled missed call services.

This is where slice decided to get a business-specific virtual number to publish across all their collaterals so that customers can reach out for query resolution.

Initially, a team of four members handled inbound calls; however, as the flow increased, six more members were added to the team, plus 24×5 support. We received close to 100 or 200 calls per day. Now we have a team of 250 support agents powering 24×7 support, hitting 4 lakh monthly calls. This transition was smooth, thanks to Exotel.

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More
Cases

Setting up a Simple
Call Centre

One of the most common questions we get asked by our customers is – how can I set up a simple call center? Is cloud telephony my best bet? How long will it take & how much does it cost? We answered these questions in detail in this ebook.

Download Now

Challenge

  • Fragmented Customer Data
  • No Automation
  • Higher Response Time
  • Low Call Connect Rate
  • Inefficient Performance Tracking
  • Remote accessibility

Fragmented customer data, manual overheads, and ineffective tracking of the overall business operations were one of the major challenges SP Madrid faced in their calling process. They were looking out for a solution that could assist them with a unified view of all customer interactions as well as with a strong reporting and analytics feature.

They also wanted to incorporate automated dialing in the process to increase business productivity and profitability. Moreover, during CoVID, SP Madrid was looking to transition to a remote working setup, but they faced challenges with a secure network and low connectivity in the suburban areas.

Solution

In accordance with SP Madrid's requirements, Ameyo offered its all-in-one voice solution- Ameyo Voice. The solution was backed up with an automated dialer, Ameyo's in-built CRM, and a comprehensive reporting feature.

Further, Ameyo Voice offered several key capabilities,

  • Multi-level call disposition
  • Unified agent desktop
  • Call back functionality
  • Powerful dashboards for real-time tracking of agents' performance

Ameyo assisted us in enhancing our customer experience with its advanced capabilities. The end-to-end support provided by the relationship manager is commendable!

Ian Madrid
Founder, SP Madrid

Impact

Seamless Automation

73%

incoming queries self-served

Seamless Automation

73%

incoming queries self-served

Seamless Automation

73%

incoming queries self-served

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