Platform for Handling Customer Requests

An integrated platform for handling customer requests from different communication channels, their smart classification and routing.

The Structure of the Platform for handling customer requests

Handling requests from various communication channels, such as social media, web sites, forums, and so on.
Monitoring of mentions in social media, tracking their mood and dynamics
End-to-end process, from receiving a request in free form in any social media to providing an exhaustive reply to the customer
Global collection and analysis of requests from social media
Creating and providing aggregated reporting on requests for the management to take managerial decisions

Online monitoring of mentions in social media
Automatic detection of the subject and mood and determining the priority for handling a request
The accuracy of classification is more than 80%, that of request mood is about 90%
Automatic matching users of social media with the company’s customers (for example, 36% of customers are detected in Facebook)
A single point for receiving and routing of requests

Create a single platform for handling requests from various communication channels
Organize the global collection and analysis of data from social media

Implementation of processes for tracking mentions about the airline in social media, mood estimation
Setup of algorithms based on the collected data to detect the subject of the request; establishing a department responsible for handling and settling requests
Implementation of an end-to-end process for tracking requests, from receiving a free form request from social media to providing an exhaustive reply to the customer.
Development of unified form for reporting to the company management about customer requests

Proprietary methodology of data management implemented in TOP-40 companies

Hands-on experience of implementation in finance and transportation industries and B2C companies

5 years of implementing Enterprise and Open Source products

Implementing turnkey projects, from the need and task identification to solution implementation and support

Certified Data Architect - Big Data specialists in the field of data management (Integration, Quality & Governance)