Background
NAASA Securities, now known as Nepal’s largest stock brokerage firm, used to take calls from customers through traditional PABX (Private Automatic Branch Exchange). This system, however, quickly proved inadequate to handle the challenges posed by the rapid increase in customer volume post-COVID. After COVID, NAASA Securities implemented online onboarding services for customers, dramatically increasing the pace of the company’s customer acquisition rate; however, this system put a strain on its existing PABX system.
Gradually, the exponential growth came with a huge hike in call volume, reaching around 10,000 daily calls. Due to a lack of large call-handling personnel, 80% of the calls could not be put through. Some of the customers complained that due to the poor management of extant PABX systems adopted by NAASA, they had to wait for up to 4 to 5 hours for a representative. Furthermore, since customer concerns were not recorded in a technical database, the clients had to explain the problem again and if they moved to another call or if their line was disconnected, making the call take longer. This repeated transfer of calls further frustrated customers and therefore made the overall customer service more unsatisfactory.
The Solution
Phase I: Building a Strong Foundation
Unified Customer Profiles: Connect Infinity integrated call logs, emails, and chat logs into one client record. This ensured that agents could gain full details of the customer history at their disposal, meaning clients did not have to re-record information, cutting generic call handling time in half.
Inbuilt Analytics and Automated Issue Logging: Connect Infinity gave NAASA a clear picture of real-time operations. Every single customer issue was automatically tracked and logged. Metrics like call duration, missed calls, unanswered calls, and resolution rates were tracked, helping NAASA gain insights into customers and agents, recognize bottlenecks, and improve service where needed.
Data Management: With Connect Infinity, agents could easily bulk load contacts, streamline administrative functions, and create tickets with full identification effectively. The user-friendly integration with NAASA’s CRM enabled agents to complete tasks faster and train better, while addressing process gaps.
The first phase focused on rebuilding confidence and trust with customers by addressing challenges like long wait times and inefficient issue handling.
Phase II: Expanding CX with AI Chatbots
Omni-channel Support: Chatbots leveraging Artificial Intelligence were deployed on NAASA’s website. Customers could now get support 24/7. These chatbots handled over 1,000 questions daily, generating tickets for further responses and ensuring no query was left unanswered.
Automated Ticketing System: Each call or chatbot session resulted in a ticket assigned to the appropriate department. Customers could track their issue's progress via their NAASA account, ensuring transparency.
AI Chatbot Functionality: For returning customers, profiles were automatically pulled up, enabling faster resolutions. First-time users also benefited, as new profiles were created on the spot for seamless future interactions.
The second phase shifted NAASA’s focus from problem resolution to creating loyalty by leveraging AI-powered efficiencies to enhance customer experiences.
Results
With the enhanced platform, the call abandonment rate reduced from 80% to less than 10%. Automated voice prompts guided abandoned callers to use chatbots, where tickets could be raised efficiently. Many customers preferred chatbots over phone calls for their streamlined service.
- 60% Reduction in Wait Times
- 85% of Issues Resolved on the First Call
- 40% Faster Handling Times
Chat attendance increased by 48%, reflecting growing reliance on efficient, automated channels. Customer satisfaction rose by 27%, demonstrating the positive impact of faster and consistent resolutions.
Connect Infinity enabled NAASA Securities to overcome immediate challenges while laying a foundation for a more efficient, customer-focused future.