GIC improves its quality of service with Akio Contact Center
“Akio Contact Center’s userfriendliness and fast rollout enabled our teams to quick learn the tool and improve their response times, which in turn gave our customers a better quality of service.” Thomas Pellissard, Customer Relations Center Manager
Using its various entitlements, GIC matches families in need with housing units. It also helps some households find housing. The customer relationship is key to better understanding the individuals’ request and finding a solution that meets their needs. It was, however, impossible to contact GIC via phone; all exchanges with customer service were via postal mail. As a result, it was extremely difficult to evaluate file traceability and archiving was complicated. Customer satisfaction was rather low given the processing delays and lack of a personal relationship. Faced with this challenge, the Board of Directors wanted to improve customer relations by providing customers with a powerful voice interface that provides customer support.
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