Voice robot or operator? Comparing efficiency for a car center
Posted: Thu Dec 05, 2024 8:20 am
A voice robot is often used in banks and microfinance organizations, online stores and large companies. However, it is rarely installed in the automotive industry. How it can help a car dealership and how justified its installation is, we will tell you using the example of one of our clients.
Client Features
Our customer is a network of auto centers and workshops across the Russian sweden phone number library Federation. Every day, customers contact them for advice, maintenance or car repairs, and the operator processes about 15,000 calls per month.
Not all customers who make an appointment actually make it to the auto center. They may forget about the appointment, solve the problem in another way: fix the car themselves or with the help of friends, or get to another workshop, or their plans may change and the appointed time will become inconvenient.
However, the time allocated for a specific client is booked for him. If he does not arrive, the technician's time is wasted, and the auto center suffers losses.
Therefore, the task of the auto center operators is not only to receive incoming calls, but also to manually call clients with appointment reminders. They had to make about 3,500 calls per month, or 100 calls per day. Such a number of calls implies significant costs for the operator's work, and the auto center management turned to us to automate the process.
Finding a solution
Our task was to:
Remind the client about the appointment at the car service
Find out if he confirms the appointment. If so, confirm the meeting in the CRM
If the appointment is cancelled, make changes in CRM
If it is postponed, switch to the operator to set a new time
All these tasks can be solved by a Voice Robot integrated with a CRM system. It automatically calls clients according to a pre-arranged schedule associated with trigger events and conducts a dialogue with them within the framework of a prescribed scenario. Responding to clients' remarks, the robot reacts to key words in the answers (for example, "I want to reschedule an appointment" or "the appointment is cancelled"). If necessary, at the request of the client, it transfers the dialogue to the operator.
Client Features
Our customer is a network of auto centers and workshops across the Russian sweden phone number library Federation. Every day, customers contact them for advice, maintenance or car repairs, and the operator processes about 15,000 calls per month.
Not all customers who make an appointment actually make it to the auto center. They may forget about the appointment, solve the problem in another way: fix the car themselves or with the help of friends, or get to another workshop, or their plans may change and the appointed time will become inconvenient.
However, the time allocated for a specific client is booked for him. If he does not arrive, the technician's time is wasted, and the auto center suffers losses.
Therefore, the task of the auto center operators is not only to receive incoming calls, but also to manually call clients with appointment reminders. They had to make about 3,500 calls per month, or 100 calls per day. Such a number of calls implies significant costs for the operator's work, and the auto center management turned to us to automate the process.
Finding a solution
Our task was to:
Remind the client about the appointment at the car service
Find out if he confirms the appointment. If so, confirm the meeting in the CRM
If the appointment is cancelled, make changes in CRM
If it is postponed, switch to the operator to set a new time
All these tasks can be solved by a Voice Robot integrated with a CRM system. It automatically calls clients according to a pre-arranged schedule associated with trigger events and conducts a dialogue with them within the framework of a prescribed scenario. Responding to clients' remarks, the robot reacts to key words in the answers (for example, "I want to reschedule an appointment" or "the appointment is cancelled"). If necessary, at the request of the client, it transfers the dialogue to the operator.