FIRST CONTACT RESOLUTION
iParama Solution allows you to benefit from end-to-end delightful customer support services including access to call handling in their local language along with a Toll-Free number on their time-zone.
MULTI-CHANNEL CUSTOMER SUPPORT
iParama provides efficient customer support on the most popular channels by reducing resolution time: We are available on all your customers’ preferred channels.
Benefits of 24/7 in local language and WhatsApp communication channel for your African customers.
HIGHER AGENT PRODUCTIVITY
Merchant’s platform is directly integrated with our inbound call center software allowing for immediate customers enquires resolution.
Products will be forgotten but service is always remembered. As an international eCommerce merchant providing your customers with a localized experience is key to establishing your brand as a valuable and reliable merchant with an edge in delivering proximity and personalized service. IPARAMA’s local setup in-market allows your clients to experience your brand in their language, on their time zone and with the ability to talk to a human they can relate to. Our platform connects directly to your OMS and you are up to date in real time with the issues facing your customers in remote market as if they were in your own country.
CENTRALIZE YOUR COMMUNICATION
Engage and talk with your customers on any channel such as email, Call, Chat apps, Live Chat, and much more.
DELIGHT YOUR CUSTOMERS WITH ALWAYS-ON, PERSONALIZED OMNICHANNEL CUSTOMER SUPPORT
ENGAGE WITH YOUR CUSTOMERS - ANYWHERE, ANYTIME
We interact with the shoppers via multiple channels while ensuring there are no communication silos. Integrate all your communication channels such as voice, email, live chat, Google’s business messages, social media, etc to offer an effortlessly delightful shopper experience at every touch point.
MAKES THINGS PERSONAL
We get the complete picture of the customer’s journey by collecting information at all the touch points along the way. This allows your customer service executives to answer questions quickly and guide the shoppers based on their past behavior while maintaining their SLAs and KPIs. The personalized and context-driven conversations and experience help improve your CSAT(Customer satisfaction) score and increase repeat customers.
LET THE CUSTOMERS SERVE THEMSELVES
Many customers prefer minimum to no agent interference when trying to resolve a query. IPARAMA Call center software powered by self-service options for the customers will gain your brownie points. Self-service IVR or artificially intelligent voice Bot and chatbots not only empower the customers to find answers themselves but also takes the load off your customer support team– freeing them to focus on more urgent and complex issues.
CAPTURE CRITICAL DATA
Collect all the relevant metrics-CSAT score, repeat customer rate, net promoter score, cost of acquisition, along with other important call center metrics for effective decision making. Live dashboards combined with comprehensive reports allow the supervisors to be on top of the operations by constantly monitoring the data and tweaking their strategy to optimize the operations.
SCALE AS YOU GROW
Do not compromise on customer experience even when working remotely. IPARAMA allows you to be up and running within hours while giving your agents the freedom to work from laptops or smartphones. With remote monitoring tools at your disposal, enjoy the agility to scale or descale as per the business requirements or seasonal demands.