Our recent experience during COVID-19 times indicates that the industry is currently facing issues like shortage of workforce, increased call/email volume, etc. in tough times.  This has generated an increased focus on efficiency and digitization in the business. Our comprehensive customer services offering covers the entire spectrum of L0-L4 support across the product lifecycle.  Our Customer Experience Management service is being digitized through product telemetry, self-service adoption, AI assisted resolution and advanced analytics.

We have helped our clients’ customer success teams achieve their business outcomes with improved customer experience, increased digital resolution of requests and cross-sell/upsell of services by blending experience design, technology interventions and operational excellence.

Wipro supports over 125 million annual transactions and more than 150 queues across customer and product support in over 20 languages. We have been driving innovation to support the business of our clients and providing continuity of service at all times. Our solutions can help you in achieving business continuity, 20-25% cost reduction, 30% faster resolution and 20% improved agent utilization.

We have delivered benefits including:

• 10% reduction in repeat calls and handle time through automation and artificial intelligence tool sets
• 35% improvements in first contact resolution rates delivered
• 20% improved customer satisfaction scores through predictive analytics
• 15-20% enhanced CSAT and NPS, through our integrated Customer Experience as a Service (CXaaS) offering
• ~30-45% cost reduction with end-to-end global process standardization
• ~10-30% reduction in customer complaints

Figure : Customer Service Offerings

Key areas with customer services include support for devices, infrastructure, and B2B/B2C softwares including games and gaming platforms