Wipro capabilities range across cloud computing, cyber security, digital transformation, artificial intelligence, robotics, data analytics, and other technology consulting services to customers in 67 countries
Wipro is a leading global information technology, consulting and business process services company. Wipro’s capabilities range across cloud computing, cyber security, digital transformation, artificial intelligence, robotics, data analytics, and other technology consulting services to customers in 67 countries. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help the clients adapt to the digital world and make them successful. It is a company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship & dedicated employees serving clients across six continents.
Description of Project:
The requirement was to provide them with a multi-channel cloud-based live chat platform that allows online businesses to engage with their consumers in real-time. The solution must aid in providing immediate support to website users, gathering consumer feedback, increasing sales conversions, and building brand loyalty. Following factors needed to be considered while working out the solution:
Wipro has an overwhelming number of rivals in the Information Technology sector, thus it’s critical for Wipro to stand out and separate itself from the competition. Because Wipro has consumers from all over the world, they must cater to their customers 24 hours a day, seven days a week. Wipro has a policy of offering a dedicated account manager for each business customer. Customers were unable to contact the relevant management for a variety of reasons. Despite having a high internet traffic, they were unable to interact with them directly in order to provide immediate support. Moreover, it was difficult to assess the team’s overall performance. They were unsure if clients were satisfied and receiving the necessary support. In hopes to get a solution for this challenge, Wipro approached us to build a competent multi-channel live chat solution with AI-driven analysis and reporting features.
We engineered a dynamic tool for them. In this tool, single source can install the chat on multiple websites and can work on it. The solution provided multi-channel customer service to website visitors (live chat, voice and video chat). It had an advanced reporting feature that offered Wipro with extensive information on agent actions and visitor metrics, allowing them to assess the overall effectiveness of the support staff. With sophisticated features such as ‘Proactive Chat’ and ‘Auto Trigger,’ we made it possible for them to communicate with website visitors and provide immediate assistance. The solution had following capabilities:
The live chat solution helped Wipro achieve following goals: