Koçtaş, a leader in the home improvement retail industry, aimed to enhance the customer experience by implementing the Conversational IVR solution at its call center, maximizing operational efficiency and customer satisfaction.
Calls handled by the conversational IVR
Customer Requests resolved by virtual agents
Customer inquiries successfully finalized
“ SESTEK's Virtual Agent solution has contributed to Koçtaş's efforts to convert separate and integrated solutions to become omnichannel. As a result, the ratio of self-service transactions to incoming calls has increased by 15%. This means increased customer satisfaction and decreased workload for agents.
KOÇTAŞ HEAD OF CUSTOMER EXPERIENCE, BUSINESS & PROCESS DEVELOPMENT
Koçtaş, with wide product range and high customer call traffic, faced challenges in providing fast and efficient customer responses. Traditional call center solutions were insufficient to meet the increasing demands, and decreasing service quality. Additionally, the limited working hours of agents made it difficult to offer 24/7 service. To enhance customer satisfaction and ensure operational efficiency, a faster and more personalized solution was needed.
Koçtaş, to accelerate its customer service processes and increase self-service rates, implemented the conversational IVR solution at its call center. This solution provided fast and effective processes to handle high customer demand. At its core, Knovvu Virtual Agent technology successfully handled large portion of incoming calls and the customer inquiries were addressed without interruption. Thanks to self-service capabilities, most customer requests were resolved without the need for live agents. The ability to offer 24/7 service allowed customers to manage tasks such as order status checks or order cancellations any time of day.
With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Knovvu Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Knovvu Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.
Established in 1955, Koçtaş is Türkiye's leading home improvement retailer, operating 250 stores and digital platforms nationwide. With a product range exceeding 1 million items, the company employs over 3,000 people and serves nearly 12 million customers each year.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
