New
Voximplant Kit: omnichannel cloud contact center

Automation of Incoming Calls via IVR

Flowwow voice IVR answers customers’ basic questions depending on the current stage of their order. If a customer needs additional information about their order, the call is automatically directed to the responsible shop.
This case is from the Contact Centers industry.
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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.

  • 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.

Automation of Incoming Calls via IVR

How it Works

Results

  • COMFORT
    Customers don’t have to repeat information about their orders
  • BENEFIT
    Customer listens to useful information (FAQs) instead of hold music
  • SPEED
    Contact center developed within four days

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