Project Name
Revolutionizing E-commerce Support with CTI Ninja
A leading e-commerce platform was grappling with high volumes of customer queries related to order tracking, returns, and product information. With a large and geographically distributed support team, the company faced mounting pressure to maintain response times and deliver consistent, high-quality service. To overcome these challenges, they turned to CTI Ninja (Computer Telephony Integration) , a powerful solution that seamlessly connected their Salesforce CRM with telephony systems to deliver real-time contextual support and optimize operations.
The e-commerce giant encountered several operational hurdles:
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Lack of Order Context During Calls:
Customer support agents had difficulty accessing customer details and order history in real time, impacting call resolution speed and quality. -
Redundant Manual Processes:
Agents had to manually dial numbers and log call details, leading to inconsistencies in CRM data and productivity losses. -
Missed SLAs & Escalations:
Without smart routing or automated tracking mechanisms, high-priority queries were often delayed or lost, resulting in unmet service level agreements and growing customer dissatisfaction.
Ksolves implemented a customized Salesforce CTI application tailored to the fast-paced needs of the e-commerce industry. Key features included:
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Click-to-Dial & Automatic Screen Pop-ups:
Agents could initiate calls directly from Salesforce, while information like phone number and name appeared instantly, enabling faster and more informed service. -
Smart Call Routing Based on Agent Load:
The solution dynamically routed calls based on agent availability and last call assigned, ensuring efficient call distribution during high-traffic periods. -
Automated Call Logging & Recording:
Every customer interaction was automatically recorded and associated with the corresponding Salesforce record eliminating manual entry and ensuring data integrity. -
Integrated Call Control Panel:
Agents gained access to an intuitive call interface with options to hold, mute, transfer, or initiate conference calls all within the call screen.
The CTI implementation drove tangible improvements across the support ecosystem:
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Faster Resolution Times:
Agents handled queries more efficiently thanks to immediate access to contextual data—reducing Average Handling Time (AHT) and improving First Call Resolution (FCR) rates. -
Enhanced Team Efficiency:
Managers could monitor live metrics and historical data, identify performance trends, and make informed decisions on staffing and training. -
Better Compliance & Audit Readiness:
Automated logging and call recording enabled transparent operations and seamless quality assurance audits.
With Ksolves CTI Ninja the e-commerce company successfully modernized its customer service framework. The solution improved call center performance, empowered agents, and enriched customer experiences. By streamlining workflows and delivering real-time insights, the company was well-positioned to scale support operations and maintain service excellence even during peak demand periods.
Transform your customer support with CTI Ninja today!
