Pure Tūroa
Pure Tūroa Omni-Channel Support
Service Used
Solution
Project Manager
David
Project Location
Project Goals
Tools Used
Their wants
Their needs
Identifying the problem
- Legacy systems couldn’t support peak call volumes.
- Lack of real-time tracking hindered follow-up efficiency.
- Limited to phone-only support—no web form or chat options.
Scope of works
Aircall Integration
Cloud-based contact centre with real-time tracking and analytics.
HubSpot CRM Setup
Captures all communication touchpoints for a 360-degree customer view.
Live Chat Deployment
Allows real-time customer engagement on the website.
Custom Workflow Routing
Directs calls based on business hours, departments, and agent availability.
The Plan
Setup included peak-time optimisation, department routing, and failover contingencies.
Unified data capture from all customer interactions, enabling personalised support.
Instant messaging for customer support, lowering phone demand.
Smart routing rules ensured faster responses and reduced abandonment.
The Strategy
Unified phone, live chat, and contact form support.
Leveraged HubSpot to track and report on all interactions.
Enabled fast engagement across all channels.
Designed to handle peak-season volumes without service degradation.
The Results
By integrating Aircall, HubSpot, and live chat into a unified omni-channel support system, Pure Tūroa transformed its customer service experience. From smarter call routing to real-time CRM insights and faster response times, this implementation drove engagement, operational efficiency, and customer satisfaction.
The Impact
Pure Tūroa Management
Conclusion
The implementation of an omni-channel support system through Aircall, HubSpot, and live chat transformed Pure Tūroa’s customer service operations. By unifying communication channels and automating workflows, the company improved response times, increased call volumes, and elevated customer satisfaction. Designed with peak-season scalability in mind, this system ensures long-term success.