Automation of Incoming Calls via IVR
About company
Flowwow is a platform for flower shops and florists. With its help customers can order bouquets and gifts for delivery to any location at any convenient time and pay for all the services online or cash on delivery.
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.
- 4DAYSfrom an idea to its implementation
- 30%OF INCOMING CALLSbypass an agent
- 15SCRIPTSfor customer guidance
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.
How it Works
Results
COMFORTCustomers don’t have to repeat information about their orders
BENEFITCustomer listens to useful information (FAQs) instead of hold music
SPEEDContact center developed within four days
