KeyAuto
KeyAuto uses Voximplant to automatically collect feedback on the results of a car purchase and a customer's state technical inspection. The robot greets customers by name and asks them to rate a number of criteria on a scale from 1 to 10. Expanded responses are transcribed and saved in rich text form.
Thanks to our operations on the Voximplant platform, we have freed up a significant amount of work time for the call center employees, transferring routine operations to a robot. 100% coverage of customer surveys by a robot makes it possible to collect fairly objective information about the quality of service, even though 50% of calls are converted to a received response.
Thanks to integration with KeyAuto’s CRM system, the platform calls customers who have recently made a purchase or have gone through technical inspection. Voximplant makes three attempts to dial a number. After the customer picks up the phone, using speech synthesis, the greeting is read out by name, as well as questions requiring a score from 1 to 10. The answer can be given either verbally or by pressing keys. If a customer rates one or more of the criteria at 8 or less, the robot asks how this indicator can be improved.
Savings. The company pays for actual calls. A call is not billed if the customer does not pick up the phone or the robot reaches the customer's answering machine.
Control. All analytics are saved in a format suitable for further processing.
Attention. If the client has used the dealership’s services several times over the past two weeks, the survey call will be made only once.
KeyAuto is a dealer network, currently numbering 83 advanced auto centers and represented by enterprises in large cities of the Central, South, North Caucasus, Ural and Siberian federal districts of Russia.
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