Cloud-based voice solution enabled with number masking has helped to implement secure communication services between the delivery partner & the customers. A seamless customer support channel is now a part of their operating system of real-time call management. Also, customers are able to call on Pan India toll-free numbers that directly connect with a Store or Delivery Person. When an order is dispatched, a call is initiated by the Delivery Person from their delivery mobile app which gets connected within seconds to the customer and vice versa from the customer ends to connect with the delivery person. Post order completion, customers can call on the IVR toll-free number for any complaint or refund issues. 00023
The### Absence 2 of a centralized communication platform
The Fast Food delivery industry was facing issues in connecting the customers to their order delivery executive with the Ordering Outlet on a single communication platform. There was the absence of call recording, call tracking and hiding customer details to the delivery executive and vice versa. A quick & centralized pan India level Customer grievance redressal system on call was also missing leading to lack of a centralized monitoring system in place.
KFC now has a flexible & automated communication system powered by Knowlarity’s contact center solution. This has aided the fast-food delivery industry to manage their services across Pan India to offer seamless customer support services. The outcome of which is high operating mode with increased customer connectivity capability to the designated outlet/department for the relevant concern in a precise manner. It has also improved brand value & trustworthiness by securing the organization from any fraud to avoid legal liabilities.
he traditional method of telecom-based calling made
The traditional method of telecom-based calling made it difficult to handle customer privacy and flexibility to communicate on the way. Hence, the fast-food delivery restaurant witnessed difficulties in adhering to excellent customer focussed service. Catering to higher demand with a traditional operating system with a poor connectivity ratio in place made it difficult to manage a distributed call center across pan India. There was no number masking, absence of analytics metrics tools, and no real-time tracking & monitoring of calls received/placed/missed across different outlets.