Transforming Customer Service for Hyundai Capital Canada
The Customer Service team at HCCA faced several operational challenges that impacted their ability to deliver efficient and timely service. One of the main issues was mailbox management, where agents were overwhelmed by a high volume of customer emails. The manual process of reading, categorizing, and responding to these emails consumed a significant amount of time, leading to delays in customer interactions. This inefficiency made it difficult to prioritize urgent cases, ultimately affecting overall customer satisfaction.
Additionally, Hyundai Capital Canada struggled with accessing and analyzing customer data, as information was scattered across multiple systems. This fragmented data made it challenging to compile complete customer profiles, leading to inefficiencies in responding to inquiries and delays in resolving issues. The lack of centralized data also resulted in a generalized approach to customer interactions, which negatively impacted the quality of service. Furthermore, the company’s existing IVR system failed to integrate smoothly with external APIs, leading to fragmented customer information and subpar experiences. Hyundai Capital Canada recognized the need to enhance the IVR system to improve both customer and associate experiences.
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