Challenges
As Banyan Group expanded its global footprint, it faced significant customer support challenges that required an effective Omnichannel Contact Center solution.
Inadequate Communication Architecture
The existing infrastructure struggled to meet the diverse needs of global customers across various brands and channels. An Omnichannel Contact Center solution was essential to integrate multiple platforms and adapt to the evolving requirements of a global customer base.
Solutions
Banyan Group and CINNOX joined forces to overcome these challenges, demonstrating the power of collaboration in the face of adversity:
Global Connectivity
CINNOX’s Omnichannel Contact Center enabled Banyan Group’s Global Customer Services Contact Centre to extend local call support to over 20 countries. This partnership allows a single service station to support global customers through various social media channels and multiple brand sites. The comprehensive web widget for live chat and web calls, a key feature of CINNOX’s Omnichannel Contact Center, enhances our ability to promptly serve customers, providing faster support and improving overall customer experience.
Multilingual Support
The omnichannel contact center enhanced its multilingual capabilities with CINNOX AI, offering adaptive communication in multiple languages, including English, Chinese, Thai, Korean, Italian, Spanish, and Russian.
Enhanced Data Visibility
CINNOX’s Omnichannel Contact Center ensures seamless data capture, providing real-time insights into all transactions and customer journeys across various channels. This holistic view enables informed decision-making and personalized customer service strategies.
"CINNOX has been a game-changer for our 24-hour Global Customer Services Contact Centre at the Banyan Group. Advanced call center technology plays a crucial role in facilitating effective communication with global customers. The web call feature integrated into our chat widget has enhanced our ability to promptly serve customers, providing faster support and improving overall customer experience.
Moreover, the real-time insights provided by CINNOX's comprehensive data capture have given us unparalleled visibility into customer journeys, allowing us to understand better and serve our customers. The AI chatbot from CINNOX has been pivotal in managing our high traffic volumes. Efficiently handling routine queries allows our agents to concentrate on more complex and high-priority inquiries, significantly enhancing our overall service quality and efficiency. "