Omnichannel Customer Support
VOICE
LIVE CHAT
CCAAS
PLATFORM
STREAMLINING
SCALABILITY
ENHANCED TRACKING
OPERATIONAL COSTS
AGENT PRODUCTIVITY
REDUCED CONVERSATIONS
Summary
Global abrasives leader Mirka improved customer service by adopting Sinch's omnichannel contact center solution, enhancing efficiency and response times, reducing call time by 32%, and increasing handled calls by 25%.
Challenges
Enhance customer support operations, streamline workflows, integrate communication channels, support growth strategy, and improve service quality.
Solution
Mirka implemented an omnichannel customer support solution with Sinch, integrating email, chat, and voice for improved interaction management.
Outcome
Reduced delivery costs, increased satisfaction, 32% call time reduction, 25% more calls handled, 4% revenue increase, streamlining, scalability, enhanced tracking, improved operational costs, and agent productivity.
Sources
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