​In this episode, we explore how a leading global software provider collaborated with Datamatics to enhance their customer support operations, achieving an impressive 88% first-call resolution rate through the implementation of an omnichannel support strategy. The client faced challenges with inconsistent Level 1 and Level 2 support, leading to declining Customer Satisfaction (CSAT) scores and growing user frustration.

Datamatics addressed these issues by implementing an AI-driven omnichannel support strategy. This approach optimized call routing, automated routine queries, and integrated various customer touchpoints into a seamless experience. As a result, the company achieved an 88% first-call resolution rate, improved operational efficiency, and enhanced overall customer satisfaction.

To read the entire case study, click here: https://www.datamatics.com/resources/case-studies/a-leading-global-software-provider-increased-first-call-resolution-to-88-with-omnichannel-support