ClearDekho.com is a leading budget eyewear brand in India. It is a platform that uniquely blends both online and offline eyewear shopping experience and offers a wide range of affordable eyewear solutions to people across India. They work with a mission to help masses get a better quality vision, and hence, have sold over 100,000+ eyeglasses and opened around 45 franchise stores in North India till date.
The company receives more than hundreds of calls every day from its customers as well as interested franchise partners. Prior to the implementation of MyOperator solution, ClearDekho had published a landline number as their customer support number and hence, received all their business calls on a landline phone system.
Owing to the limitations of the former system, the team used to witness a high number of missed calls. And, that was either because of another ongoing call or due to non-availability of agents around the phone.
CleaDekho, hence, required a solution that could not only bring ease to their business call handling but also enable them to supervise their on-call conversations effectively.
ClearDekho reached out to MyOperator with the requirement of automation and simplicity in their business call handling. We provided them with a virtual helpline number along with an IVR that routed their incoming calls directly to their agents’ mobile phones. This facilitated their team to receive multiple calls parallelly and hence reduced the chances of missing any customer call.
In fact, owing to the automatic call routing, ClearDekho was even able to ensure 24*7 availability for their customer calls, that too without restricting the agents to their office desk. Further to this, our call tracking and call recording feature empowered them to audit their on-call conversations efficiently and implement timely improvements in their team performance. With proper reporting of calls, their team even assured timely follow-ups on the missed ones.
All in all, with MyOperator solution, ClearDekho witnessed:
- 38% increase in their customer calls after being able to attend multiple calls simultaneously
- 35% increment in their on-call orders received on a monthly basis.
We needed a voice platform that could keep up with our business needs. MyOperator offered the exact and even more effective features we required, such as a centralized number and IVR. And, they certainly provided the best and finest onboarding experience we ever saw.