Koçtaş Elevates Efficiency with Conversational IVR

The Challenge

Koçtaş, with wide product range and high customer call traffic, faced challenges in providing fast and efficient customer responses. Traditional call center solutions were insufficient to meet the increasing demands, and decreasing service quality. Additionally, the limited working hours of agents made it difficult to offer 24/7 service. To enhance customer satisfaction and ensure operational efficiency, a faster and more personalized solution was needed.

The Solution

Koçtaş, to accelerate its customer service processes and increase self-service rates, implemented the conversational IVR solution at its call center. This solution provided fast and effective processes to handle high customer demand. At its core, Knovvu Virtual Agent technology successfully handled large portion of incoming calls and the customer inquiries were addressed without interruption. Thanks to self-service capabilities, most customer requests were resolved without the need for live agents. The ability to offer 24/7 service allowed customers to manage tasks such as order status checks or order cancellations any time of day.