ICCS, a leading Indian business services provider, excels in fostering partnerships and offering cost-effective solutions, business intelligence, and more. They aim to gain global recognition as the top BPM service provider, delivering exceptional value through cutting-edge technology and premium services. Their client, a smart wearables brand that is expanding its footprint in the Indian market, recognized the importance of gaining a more profound insight into its customer base.
Partnering with Mihup, they sought to investigate the factors contributing to a decreasing CSAT score and to enhance their comprehension of their customers, ultimately aiming to enhance the overall customer experience.
Learn how Mihup’s Interaction Analytics enabled 100% interaction analysis, identified escalations and dissatisfied customers, provided insights on agent performance, and advised targeted training for low performers thus boosting CSAT scores from 65% to 85%.
