C3S (Cloud Customer Care System)
Enterprise & CRM
A cloud-native customer support and ticketing system designed for high-volume enterprise operations.
(Research)
Evaluated the bottlenecks in enterprise support desks, where siloed communication channels lead to slow resolution times and customer frustration.
(Experiment)
Creating an omni-channel dashboard that unifies email, chat, and phone queries into a single, AI-prioritized ticketing queue.
(Results)
A highly scalable support infrastructure that improved First Response Time (FRT) by 40% and enhanced overall customer satisfaction scores.
(Key Achievements)
Omni-channel support integration (Email, Chat, Voice, Social).
Intelligent ticket routing based on agent expertise and workload.
Comprehensive SLA tracking and automated escalation rules.
In-depth agent performance analytics and customer feedback loops.
C3S Global Enterprises
C3S Global Enterprises
