Transforming Customer Service in Online Ordering and Gift Delivery
For our client operating in the online ordering and gift delivery space, one of the most critical aspects of customer service was managing post-order issues such as missing items, delays, or order-related problems. Customers would contact the call center to report issues or submit complaints about sellers, while agents had to manually coordinate with the relevant vendors to resolve each case.
This process involved multiple steps: reaching out to the seller, collecting the necessary information, and then getting back to the customer. As a result, the workflow was highly dependent on human intervention and required significant coordination effort. During peak periods, this led to delays, long waiting times, and inconsistent handling of cases due to variations between agents. As the operation scaled, not only did call volumes increase, but so did the complexity behind each interaction, creating a major bottleneck that directly impacted customer satisfaction.
At this point, Unite Pulse was introduced, fundamentally redesigning the entire customer service operation into an autonomous, fast, and scalable system.
Multi-step processes and high coordination overhead
In the existing setup, every customer request triggered additional back-office operations. Agents had to contact sellers, gather information, and follow up with customers, which significantly increased handling time per call.
During high-demand periods, this resulted in long waiting times and delayed resolutions. Additionally, since processes were managed differently by individual agents, inconsistencies in customer experience became inevitable.
The real need: instant resolution, end-to-end automation, and consistency
Customers expected quick and clear resolutions to their issues. However, the existing structure relied on delayed responses and fragmented workflows.
From an operational perspective, the need was to manage these processes faster, more consistently, and with minimal human intervention.
End-to-end autonomous resolution with Unite Pulse
With the deployment of Unite Pulse, all incoming calls began to be handled at the first touchpoint by the system.
Pulse analyzes customer requests in real time and directly responds to inquiries related to orders, products, or sellers. When necessary, the system automatically contacts the relevant vendor, gathers the required information, and delivers accurate and up-to-date responses to the customer within the same call flow.
This transformation eliminated the need for manual coordination and converted previously multi-step processes into fully automated, end-to-end interactions resolved within a single touchpoint.
Standardized processes and seamless experience
With this new structure, issues such as long wait times, separate follow-up operations, and agent-dependent inconsistencies were largely eliminated.
Customer requests are now handled instantly, consistently, and in a standardized manner, creating a more predictable and reliable experience.
Data-driven operations and centralized visibility
With Unite Pulse, all customer complaints, requests, and inquiries are automatically recorded in the CRM system with accurate categorization.
This enables not only efficient call handling but also full operational visibility. Processes have become measurable, trackable, and easier to manage. Delays in escalation workflows have been significantly reduced, while ensuring all requests are handled with the same standard.
Scalability and uninterrupted service
The system was designed to operate 24/7 and can scale to handle up to 500 concurrent calls.
This allows the customer service operation to move beyond the limitations of human capacity and evolve into an autonomous experience platform capable of handling high volumes of demand without interruption.
Conclusion: from coordination-heavy operations to autonomous experiences
With this transformation, Unite Pulse evolved from a simple call-handling solution into a system that actively manages processes, takes action, and delivers results instantly to customers.
Customer experience accelerated, operational complexity decreased, and processes became fully controlled and optimized.