Service

Customer Service

Stay truly connected to customers at all times, with the combined power of AI and ML

Ensuring Superior Customer Experience

Strong customer service pays great dividends to any player’s long-term stability and growth plans. A high quality customer service keeps the customer happy and in turn helps the organization grow its business. For organizations in current digital age, it has become vital to offer a personalized experience at every touchpoint of the customer’s lifecycle to build strong relationships and customer loyalty.

IGT provides innovative and customized customer service solutions best-suited to cater to the needs of the ever-dynamic customer. By combining extensive knowledge of customer experience domain, and a strong pool of technology and customer service experts with future-ready contact center technology, IGT offers multi-channel, multi-lingual customer experience management through its global delivery centers spanned across continents.

IGT Offerings

IGT provides multi-channel customer services across voice, email, chat, and social media in over 25+ international languages.

IGT Customer Service process is committed to building customer loyalty by maintaining healthy relations with the customers. It helps to resolve their ad hoc challenges, questions and concerns relating to customer service. Services for companies include:

Handling General Enquiries

IGT manages customer service operations across Retail & Ecommerce, OTA/TMCs, Airlines, Leisure & Hospitality and Internet companies to help their customers

Customer Experience Management

IGT offers personalized services to the customers with their order inquiry/tracking, claims and refund processing, and other queries through their customer journey lifecycle

Language Capability

IGT’s global footprint offers superior customer service in more than 25+ international languages across various geographies

Analytics

IGT has analytical tools like Speech Analytics to monitor customer interactions to help its clients with business level insights for increasing customer satisfaction and lowering operational costs

Languages Supported

Delivering Results

60% DSAT reduction for the world’s largest airline
Resolving over 25Mn customer queries annually
95% FCR rate for L1, L2 queries

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.

Sales & Reservations

Loyalty Programs

Social Media Management

Debit Memo Research

Content Management

Baggage Helpdesk

Refunds & Claim Processing

Irregular Operations (IROPS)

Languages Supported

Rendering Large Scale Support to the Asia's Fastest-Growing OTA

The client, a leading Online Travel Company (OTA) in the Indian subcontinent, was struggling to keep up with the changing travel trends. IGT helped across multiple work types in a cost optimized and scalable manner.