Fondesk's Innovative Approach to Enhance Customer Service Experience with IoT
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Cement
Applicable Functions
- Sales & Marketing
Use Cases
- Speech Recognition
About The Customer
Fondesk is a mid-sized company operating in the Asia-Pacific region. They have developed an innovative platform that allows businesses to implement an efficient call answering service online. The platform provides companies with immediate access to experienced operators who can handle customer inquiries and follow-ups via chat or email. Fondesk's platform is designed to cater to businesses of all sizes, enabling them to outsource inbound customer calls efficiently. The company has shown unprecedented growth since its inception, with over 400,000 experienced call center operators registered on the Fondesk platform.
The Challenge
Fondesk, a mid-sized company based in the Asia-Pacific region, aimed to provide businesses with an efficient online platform for implementing call answering services. The goal was to offer immediate access to experienced operators who could handle customer inquiries and follow-ups via chat or email. The challenge was to set up this service with minimal downtime, ensuring high-quality customer service. The company needed a solution that would allow them to outsource inbound customer calls efficiently, regardless of the size of the business. The solution had to be seamless, eliminating the need for businesses to install, deploy, and operate telephone facilities for home-based operators. Additionally, it had to integrate inbound and outbound calls and voice service into an Operations Control Center.
The Solution
Fondesk found the solution in Twilio’s APIs, which proved to be incredibly developer-friendly. This allowed Fondesk to build and launch their service in just three months. Twilio’s Flex Manager (Task Router and Sync), Programmable Voice, and Programmable SMS platforms addressed both hardware and software challenges that an answering service would need to tackle before setting up. These solutions eliminated the need for businesses to install, deploy, and operate telephone facilities for home-based operators. They also facilitated the integration of inbound and outbound calls and voice service into an Operations Control Center. With just a PC and an Internet connection, Fondesk was able to build a control center quickly and easily. Twilio’s platforms also enabled Fondesk to offer an anytime, anywhere call answering service, thereby lowering the barrier to entry into this type of service offering.
Operational Impact
Quantitative Benefit
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