Kalyan Jewellers
Client Snapshot
Kalyan JewellersRetail/Pan IndiaSize: 1000
Kalyan Jewellers is one of India’s largest jewellery brands, known for designing high-quality jewellery and serving customers across pan-India. It becomes difficult to handle millions of customers simultaneously for repetitive queries. Additionally, even regular customers are unable to utilize loyalty programs or rewards. Overload of inbound calls and communication gaps were the major problems they were facing. For the jewellery industry, Kalyan Jewellers aims to automate their inbound calls for repetitive issues and streamline customer engagement through loyalty programs using a voice bot.
Handling Overload of Inbound Calls via Voice AI
It is not always about selling your product to the customer, but you must also build a trustworthy relationship with them. Kalyan Jewellers is a major chain in the Indian Jewellery market that faced complications in handling a high volume of inbound calls driven by repetitive customer queries and no offers provided to loyal customers. Because of these issues, the brand had faced major challenges, such as:
- Missed high volume of inbound calls with repetitive FAQs, such as gold rates, store locations, exchange policy, and others.
- Call drop-offs occur due to the limited human agents, as queries often get pending.
- Not able to connect with customers due to lack of multilingual support.
- A high number of customers were unaware of the loyalty balance or upcoming events.
These challenges led to:
- Customer dissatisfaction due to long wait times.
- Inconsistent response by human agents.
- High operational cost with loss of business.
- Unused or expired loyalty points lead to loss of repeated purchases.
Caller Digital’s Conversational AI in Retail for Kalyan Jewellers
Caller Digital’s Voice AI assistants help in standardizing the process by providing multilingual and 24/7 available intelligent agents for Kalyan Jeweller customers. First, they proactively understood the workflow of the business for inbound calls and loyalty points reminder. Then, they designed the Kalyan Jewellers Retail customer support automation system and managed the complete process. The Voice bot assistants handled:
Real-time response for gold rate inquiries (24K & 22K).Customer-friendly guidance for the old gold exchange policy.Handle queries in multiple languages.Omnichannel integration that provides instant map links & store details via WhatsApp.Motivate customers to redeem benefits and use loyalty points.Promote reminders to loyalty members before the expiration of their points.
Voice Bot Automation for Seamless Customer Engagement
The update of voice AI enhanced the business growth by increasing footfall of the customers and reducing the operational cost. Because voice bots are responding to the customers' inquiries in real-time as well as sending reminders before the expiry of loyalty points, the workflow becomes flexible.
Before Caller Digital
Dissatisfied customers due to long wait times.
Higher dependency and pressure on human agents.
Increase call volumes because of repetitive queries.
Missed to share map links to customers for store visits
After Caller Digital
Strengthen customer experience with 50% faster & accurate responses
Reduce manual workload and operational cost
100% automation improves efficiency
Automated guided navigation increases store visits
Benefits of Integration
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Frequently Asked Questions
Before Caller Digital’s voice AI solution, Kalyan Jewellers were facing inbound call handling and loyalty program reminders issues. Due to long wait times, customers get dissatisfied with the services and call drop-offs increase.
Yes, voice AI automation resolves repetitive queries in real-time as well as guides the customers in their preferred language which simultaneously improves sales efficiency.
Conversational voice AI in the retail sector reduces the manual burden, provides personalized solutions in human-like language, available 24/7 and at the end improves the business growth.
There are several benefits that Kalyan Jewellers receive from Caller Digital’s customer support automation such as Multilingual & 24/7 support of voice AI agents, Lift up customer experience with personalized solutions, Automatic sharing of loyalty balance reminders and Response queries in real-time.
With voice bot automation, AI assistants handle daily routine tasks, available 24/7 without any overtime pay, doesn’t require any training, and minimize infrastructure expenses that leads to decrease overall operational cost of the business.
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