CX Management

Keep Customers Closer
with Our Omnichannel
Customer Service

Simplify support journeys with delightful customer experiences across all platforms. Handle inquiries through chat,
email, voice, social, and more, without switching systems with our omnichannel customer support. Our solutions ensure
faster resolutions and better engagement across every touchpoint.

Let’s Talk

One Voice Across Every Touchpoint

Why companies
choose 1Point1

We deliver consistent, real-time, and personalized support across platforms with our omnichannel customer service. Our technology-first approach and fleet of agents ensure every interaction turns into an opportunity. Here’s why you should choose us as your CX partner:

Smarter Support with AI
Leverage AI chatbots and automation tools to reduce human intervention and minimize support costs.
Intelligent Ticket Engine
Auto-categorize, prioritize, and route tickets with AI-enhanced workflows.
Consistent Brand Messaging
Deliver a uniform tone and service level across all channels to reinforce your brand’s message and image.
In-House Training Centre
Get trained agents with industry-specific modules, soft skills, and product knowledge for excellence.
Performance
Insights & Reports
Access real-time analytics and
reporting dashboards for
improvement in costs.
Over
70%
drop in the Average
Resolution Time (ART)
across integrated channels
Up to
15%
reduction in average
ticket handling time
2X faster
issue
resolution through
automation
Up to
98%
brand consistency
across platforms
5000+
agents
trained
in-house
360°
reporting
with daily, weekly,
and monthly metrics

Power Your Channels with Our World-class
Omnichannel Customer Services

We deliver streamlined and end-to-end omnichannel support outsourcing services to diverse clients.
Backed by global reach and expertly trained staff, our solutions ensure exceptional customer care around the clock.

01/6
Voice & IVR Support
  • 24/7 multilingual voice assistance with human empathy
  • Intelligent IVR routing to the right department or agent
  • Customizable scripts aligned with your brand tone
  • Call recording and QA for continuous improvement
Live Chat Support
  • Real-time support via website, mobile app, and portals
  • Instant query resolution with access to past conversations
  • Integration with CRM and ticketing tools
  • Trigger-based chat prompts to guide customer journeys
Email Management
  • SLA-driven email handling with prompt escalation protocols
  • Unified inbox management to streamline internal workflows
  • AI-assisted email triaging and prioritization
  • Rich HTML responses that reinforce brand presence
Social Media Support
  • 24/7 monitoring and query resolution across platforms
  • Real-time engagement on Social Media Channels like Twitter, Facebook, Instagram, etc.
  • Brand-safe responses with pre-approved templates
  • Crisis management and escalation workflows for brand protection
Mobile &
‍App Support
  • In-app chatbots and live support for seamless user experiences
  • Push notification integration for service updates and reminders
  • Mobile SDK support to integrate live support into the apps
  • Feedback loop collection directly through the mobile interface
Order &
‍Billing Assistance
  • Instant alerts, updates, confirmations, etc. via SMS, email, and WhatsApp
  • Two-way messaging for support, feedback, and appointment booking
  • Opt-in/opt-out tracking for compliance and customer control
  • API integrations for ticket creation and automated communication
Transforming CX Across Insurance, Travel & Retail
‍with Omnichannel Support
Case Study
Transforming CX Across Insurance, Travel & Retail with Omnichannel Support

Learn how 1Point1 empowered a leading insurer, travel portal, and food retail chain with advanced omnichannel customer service. From AI chatbots and voice support to automation, our solutions enhanced customer journeys, boosted CSAT by 15%, and drove up sales by nearly 30% for these clients. Discover the impact of unified customer engagement across industries.

Download Case Study
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