About UrBox
UrBox is a technology startup providing electronic gift solutions and loyalty programs for businesses.
UrBox connects an ecosystem of over 170 chains of restaurants, cafes, e-commerce platforms, entertainment, services, etc., acting as suppliers and redemption points for gifts. When customers receive electronic gift packages from UrBox, they can freely choose the products and services they like from the partner network within the available limit.
With this product, businesses using UrBox's services can offer flexible gift packages that meet the recipient's needs while receiving reports on user behavior and habits.
UrBox helps businesses effectively implement marketing programs, attract new customers, appreciate clients and partners, and run employee reward programs.
Problems of UrBox
With a customer-centric approach, the Happy Customer department plays a crucial role at UrBox. However, before using StringeeX, UrBox's call center system lacked real-time call recording, sometimes missing customer call recordings, call logs, customer identification for repeat callers, and performance reporting.
These issues made it difficult for UrBox's call center staff to understand incoming customer information, summarize issues discussed immediately after the call, and provide the best customer service experience, especially when handling complaints. Managing the call center and reporting monthly activities were also challenging due to the old system's lack of visual statistics and reports.
How did StringeeX help UrBox?
Creating a "wow" experience for customers by greeting them by name and quickly answering questions
UrBox chose StringeeX Customer Care Call Center software for a comprehensive solution for their customer care center. When customers call, the StringeeX Call Center automatically displays customer information and history, allowing consultants to greet customers by name and proactively address their issues quickly. As a result, customers experience a "wow" service when calling the call center, feeling understood and promptly assisted. UrBox is an effective tool to enhance customer satisfaction.
Listening to call recordings and improving customer care efficiency
“Customer care involves not only answering and supporting but also resolving customer complaints and grievances. After talking with customers, employees need to listen again to what the customer said. Sometimes customers also complain about the customer care service, such as slow support or incorrect information. Without call recordings, it’s impossible to identify the issue, who’s at fault, or where the problem originated,” shared Ms. Ngọc Diệp, Head of Happy Customer at UrBox, about the customer care activities at UrBox.
Instead of waiting a few days and accessing a different system to listen to call recordings as before, since switching to StringeeX, consultants can listen to the content immediately after the call ends on the software. This enables quick and efficient customer support. Additionally, customer service staff can perform all listening-calling, noting, and call reminder tasks on a single software interface, reducing wasted time and increasing productivity.
Monitoring reports and statistics to improve call center quality
The feature of reporting and tracking the performance of each agent over time and the overall performance of the StringeeX call center is one of the features highly appreciated by Ms. Diệp, Head of the Happy Customer department at UrBox.
With this feature, UrBox can easily compile data related to incoming calls, outgoing calls, and the total number of calls handled by each employee to evaluate their performance. It also simplifies reporting on complaint resolution at the end of the month.
From the statistical data and call recordings, UrBox can understand each employee's strengths and weaknesses, thereby training and enhancing their skills to improve customer service quality.
“After a considerable time with StringeeX, I am quite satisfied with the product, especially with the support and interaction from the Stringee team in actively improving and upgrading the system over time. StringeeX is currently meeting UrBox’s call center needs very well,” shared Ms. Diep.
