Project Features
Our client is a large online store of electrical equipment. Before thailand phone number library contacting us, they processed orders in the traditional way: after the client clicked on the "place an order" button, the application was sent to the manager, and he called the buyer.
Unfortunately, not all calls were processed on time. Managers did not immediately notice requests, and did not always have time to call quickly. On average, customers waited 2-3 hours for a call, and many managed to contact other stores during this time. In addition, managers accidentally missed some requests, and the store lost customers.
Our task was to improve the situation. It was necessary to reduce the time of call processing and stop the loss of clients.
Business automation
We help companies reduce costs and increase profits using business automation solutions. And in this case, we offered to implement a Voice Robot to process applications.
This robot simplified the work of the call center by performing its tasks:
calls to the client who left the application to clarify and confirm the order;
conversation with the buyer and confirmation or change of the order composition at the customer's request.
After placing an order, the buyer does not need to wait for a manager to call. The robot contacts the client instantly and automatically.
The robot communicates with the client independently, according to the formed algorithm and call scenarios. It clarifies the order composition, answers the questions asked, and makes changes to the order if necessary. Of course, if the client requests it, it transfers the buyer to the call center operator.
After the order is confirmed, the robot records it in the CRM, creating a task for sales managers.
The robot is integrated with the CRM system and uses information from it. It knows everything about the customer's orders, including interrupted ones, and calls customers on selected events. For example, it contacts the customer to remind him about an interrupted order, tell him about a new promotion or find out his opinion about the store. In this way, it helps to return customers and increase the number of orders in the store.
