Features of the MCN Telecom client
Our customer is an online hypermarket specializing in plumbing, which sri lanka phone number library has been operating in the industry for over 15 years. Its branches are open in 10 cities of the Russian Federation, and it delivers to all regions of the country.
The company's call center includes more than 20 people. They contact customers daily, agreeing on the order and reminding about the delivery time. If the customer also orders plumbing installation, and this is most often the case, it is very important to precisely agree on the time period for delivery and installation: the craftsmen will spend several hours on the work, and it is necessary to cancel or reschedule the assembly of the order in advance.
Over time, the company expands, and call center operators are increasingly unable to cope with the increased workload. Our customer contacted us to automate the process, reduce human errors, and improve work efficiency without increasing the number of employees.
Finding a solution
Call center agents spend most of their day performing routine tasks, answering the same questions in several scenarios. This means that all these calls can be automated by switching the dialogues to the Voicebot.
Together with a company representative, we modeled standard customer questions and optimal answers to them, and set up a Voice Robot. At the same time, we integrated it with the CRM system and set up trigger calls for changes in the order status.
This is how the Voice Robot call happened:
After placing an order on the website. The robot called the client back, confirming the order and agreeing on the delivery date and the need for installation. It entered the received information into the CRM.
After changing the order status during pickup. If the customer picked up the goods themselves, Voice Works reported when and where to pick up the order. In addition, after the conversation, it sent an SMS to the buyer with the store address.
The day before the delivery date. If the client ordered delivery and installation, the Voice Robot called the client to remind them of the delivery and installation time. If the buyer did not confirm the meeting, the robot offered to reschedule it. It immediately entered the new delivery date (or refusal of the goods) into the CRM. This helped to cancel visits to clients who were not ready to accept the delivery in advance and save the technicians' time.
The dialogue with the client was built on well-thought-out templates. However, the robot responded to the client's questions and answered them within the framework of the prescribed formulations. It analyzed the speech based on the key words spoken.
Result
