March 10, 2017

Next Stop: Superb Customer Experience

Over the past decade, Israel Railway has been spearheading a revolution in Israel’s transportation system. As part of this ongoing effort, the organization approached  7-Twenty for a solution to further promote improvement of customer service.

Solution and Work Process

Implementing 7-Twenty’s Chat texting platform facilitated a direct real-time engagement between railway representatives and customers browsing the company website. Utilizing advanced tools such as structured answers, pre-defined links and shortcuts, the service team was able to handle multiple calls simultaneously, delivering rapid response and dramatically shortening call length.

Result

The implementation of 7-Twenty Chat enabled Israel Railway’s service team to handle up to four chat conversations simultaneously, while performing support analysis. This resulted in a substantial improvement in operational efficiency and customer satisfaction.