Flowwow’s strategy is to decrease the number of calls by using this interface but due to the annual growth of our business by 250-300% and customer database expansion, we can’t give up telephony altogether.
Automatic answers powered by Voximplant were set up in less than a week. We were pleased to learn that all technical issues could be addressed through online chat.
All incoming calls have been divided into three groups: affiliated retailers, customers with placed orders, and customers going to place an order. As a result of integration with the CRM system and depending on the caller number, one of 15 scripts is activated. If a new customer calls, a recording with FAQs is played and, if necessary, an agent gets involved. If a customer calls to request additional information about the status of their order, the call is transferred to an assistant of the responsible shop. Before connecting to the customer, a robot informs the assistant about the purpose of the call and the PO number. The PO number is defined in the CRM and voiced by speech synthesis.
