Drishti's Ameyo Automates Customer Interactions for E-Commerce Web Site Delyver

Drishti-Soft announced that its Ameyo product has been selected to automate and enable centrally-managed customer interactions for Delyver which is an e-commerce business providing home delivery of consumer goods via a dial-n-deliver mode in Bangalore, India.

According to Delyver sources, the Web site serves as a single window where customers can view the products online and order by dialing a centralized number. Delyver Retail Network provides home shopping services within Bangalore city. The Web site delyver.com is an online catalog of various products and services of their partners across categories like laundry and dry cleaning, flowers, books, cakes, spirits and wines and restaurant food.

In a release, Afsal Salu, CTO at Delyver, said, “As our customer base increased, we experienced a direct increase in the incoming calls and decided to automate the call handling. However, our earlier solution could not help us in managing the missed calls and identify repeat customers. During peak hours, the solution totally failed to perform.”

“Now, with Ameyo as our technology backbone, we are able to manage the entire customer experience impeccably. In fact, within the first 60 days of using Ameyo, we have been successful in achieving a 95 percent conversion of hitherto missed calls to orders and a non-quantifiable increase in customer satisfaction,” Salu added.

The daily customer interactions at Delyver include order-placements and inquire of the order status. In e-commerce businesses, call traffic increases with the increase in the number of customers and also on special days like holidays and festivals.

It is imperative to manage irregular call volumes besides ensuring that no customer calls are missed. Missed calls lead to lost business opportunities besides resulting in the loss of a regular customer.

Girisha R, Sales Manager at Drishti-Soft revealed, “Currently Ameyo is powering the call center operations and also managing message distribution across multiple delivery centers in the city. Further to this, Delyver.com team also plans to broaden its horizons through Web integration which would facilitate online ordering of products.”

Drishti-Soft provides Contact Center Software and Enterprise Communications (News - Alert) Applications. Its communications solutions help enterprises to dynamically manage business processes, interactions, workforce and service levels. Drishti technologies add value to the businesses and enable a structured growth, better efficiency levels, reduction in operational costs and flexibility to grow besides enhancing user experience cost effectively.

Drishti-Soft and Zimbabwe based Africcs Pvt. Ltd., specializing in call center outsourcing applications have inked a business alliance to tap the huge call center outsourcing market of Zimbabwe and neighboring countries.