Customer Care Services - Call Center - Online to Online and Online to Offline - Video Calls, 121

Customer Care Services By Service Providers like GAS, EB, Banks and so on...

The Customer Care Services in the future could be a completely Online to Online Service where in which the Customer uses eKYC methods to submit his documents to avail a service.  The customer himself or herself would be able to type details in the Application that allows each individual to fill the necessary personal or profile data or change of address or the necessary information required for the Service Request.  

This means that the process could involve in overall the following steps,

1. Fill the Necessary Application Form as per the Service Request.

2. Upload or Send the Relevant ID or Proof Documents (Scanned or eKYC)

3. The Customer Care executives receives the eForms or Digital application forms, validates the documents, and all documents are digitally signed by the Users Digital Key.

4. Request Number Generated with Turn around Time mentioned in it for the Service Closure

5. RN is sent to the Customer as Message or WhatsApp message and Mail.

6. Any Delay in Service, the Customer Service executive is alerted, customer is notified with the reason for delay.

7. The Service Request is escalated to the next level to determine the reason for delay and to improve the service.

8. In case of any other documents are required the same is request and provided by the Customer. 

9. The customer care executive completes the Service Request and a notification is sent to the customer that clearly states "The Requested Service - Address Changed is processed", updated in the records.  A recent statement or a voucher is send (PDF-Format , Digitally Signed as proof of service request completion)

10. A link is sent to the Customer with the Request Number and Customer Identification Number for Feedback, Suggestion, Complaints or Escalations. In addition email ID of function can be provided for customer detailed response. 

A Software Platform needs to be developed or extend the existing Call Center Software's to handle the above steps.

This shall enable the Customer Care Executives to Work From Home or to Come to Office as required.  This also ensures that the offline transactions by the Customer by physical visiting the branch offices are reduced and the customer Services are completed mostly or almost (98%) completed online. 

Hope we bring in the above change for better serviceability, understanding the customer needs and this opens the platform for more colloboration.