A Leading Technology Manufacturer Gains Customer Insight and Improves Sales with Enkata

Challenge

In order to reduce unnecessary calls, a leading business-to-consumer high tech manufacturer needed to understand why its customers were calling its service center. They also wanted to increase revenues by taking advantage of cross-sell opportunities during calls.

Solution

By implementing Enkata’s Contact Categorization Business Solution, the company was able to identify the specific reasons for each call with Enkata’s automated call reasoning algorithm. Eliminating the need for manual call disposition by agents meant the company now had call reasons it could trust. Plus, they reduced AHT by four seconds per call.

More significantly, the Enkata Service to Sales Business Solution allowed supervisors to gain visibility into agent sales performance. Supervisors could also analyze which types of callers were the most likely to accept up-sell offers, allowing them to adjust agent training and scripts to maximize sales opportunities.

Learn more about Enkata industry specific solutions for High Tech