We used to lose a lot of customers that left requests for test drives. Specialists processed them manually, resulting in a 24-72 hour lag from dealerships receiving this information. We decided to automate request processing, specifically data verification and connecting customers with dealers, which resulted in improved quality control. Six months passed and we were able to single out several advantages: The dealer doesn’t lose time calling customers that left wrong phone numbers or changed their minds; all call information is imported into our CRM system; we can control the dealer’s work and access the customer history for each request; and most importantly, the increase in communication efficiency between customers and dealerships resulted in a twofold increase in test drive conversion.
Team Leader for CRM and Internet Projects, Hyundai Motor CIS
Step 2: Automatic connection. If the customer confirms their desire to use the company’s services, Voximplant automatically calls the appropriate dealer according to their work schedule and time zone. After receiving confirmation from the dealer to accept the call, the customer is reached for the second time. All calls are recorded and can be accessed from the CRM.
Step 3: Quality control. Voximplant cloud stores information about the contacted customers and later calls them, receives feedback on the quality of service received, and automatically provides this information to Hyundai.
HTTP APIScript integration with any application
Voicemail DetectionDetection of voice mail with 97,5% accuracy
Voice RecordingCall recording for quality assurance
Text-To-SpeechSynthesis of a unique voice for speaking to customers
IVRInteractive Voice Response
ServerlessCloud storage and programming interface