An established e-commerce company with multiple warehouses and customer engagement centres, employing over 100 staff members to handle orders, deliveries, fulfilment, returns, and stock management.
The client required a system to efficiently manage a high volume of incoming enquiries received through their online contact form. They needed these enquiries to be automatically directed to the appropriate departments to enhance operational efficiency and improve customer service.
The client faced significant challenges in managing the large number of incoming enquiries received daily through their online contact form. Manual routing of these enquiries to the correct departments was time-consuming and prone to errors, leading to delays in response times and decreased customer satisfaction. The company sought a solution that would ensure enquiries were promptly and accurately directed to the right departments to improve client engagement and operational efficiency.
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