Telephony for Carriers and Passengers
About company
GetTransfer.com is an international service to order transfers on any route and arrange hourly car rental with a driver around the world.
Sometimes we’ve only got minutes to get to an airport urgently or organize the transportation of a large team to a corporate event. Our team solves these problems every day around the globe and therefore, efficient and organized communication between carriers and passengers is one of our priorities.
With Voximplant, our team was able to quickly implement a solution that allowed us to organize outgoing and incoming communication flows and minimize the waiting time for customers.
We also appreciated the flexibility of Voximplant as we got a tailor-made solution that works for our operators and business needs.
- ~100%of accepted incoming callsafter service implementation
- 15%increasein outgoing calls
- 20%increasein speed of problem-solving by customer support
Communication between passengers and carriers takes place inside the service, but if the situation is more complex, customers can request to speak to a human operator. Using the Voximplant platform, the company has written an extension for Google Chrome in which operators can make outgoing calls and receive incoming calls, while all information about transfers and call history is available in the customer card (CRM).
Moreover, scenarios for call forwarding and incoming distribution are implemented according to the availability and specialization of operators.The decision on transferring to a particular specialist is based on the country from which the call is received and the type of caller – passenger, carrier, B2B client, or new contact. Outgoing scenarios are also configured using an algorithm to determine from which number it would be most economical for the company to make an outgoing call and when to call, depending on the client’s country and past call history with the company.
How it Works
Results
EFFICIENCYCalls are transferred to specialists to resolve issues as quickly as possible
SAVINGSThe service automatically selects a number that will be more profitable for both the client and the company to make an outgoing call
CONVENIENCEOperators make and receive calls directly in the web interface, with all of the necessary information from the CRM pre-loade
