Enhancing the Capabilities of a Call Center

Overview & Challenge

Our client is a leading company in the retail industry, existing on the market for more than 50 years and providing products, services, and advice to its customers via their e-commerce website. They have a vast network of partners, so they have enormous traffic to their e-commerce website which should make their customers feel more confident when shopping.

Among the various things making the client successful over the years is the continuous availability to their customers. It doesn’t matter whether it is day or night, each question or problem was addressed properly within 60 minutes time. The COVID-19 situation increased the frequency of questions being asked, which in turn increased the work, and made the response time longer than 60 minutes. The client had to find a solution to the new challenge.


After analyzing the problem, ⋮IWConnect’s team proposed setting up a call center that would have both chat and call functionalities and will provide the users the ability to perform some simple tasks such as changing a password, requesting a balance on an account, or scheduling an appointment without having to speak to an agent.

Business Outcomes

The provided solution greatly improved the customers’ experience, which led to increased ROI, and an increased number of users. Additionally, it decreased the costs associated with maintenance and installation of it, as the solution requires only a browser and internet connection.