A lot of inbound calls are requests for consultations like “which tire is better”. We can’t replace human agents with voicebots here as it will decrease the quality of our service. But an analysis of all inbound calls showed that 15% of them are requests about an order status. During the busy season, we received up to 1,500 routine calls daily.
Outbound agents can inform customers about their order statuses, but the process of client identification takes a lot of time. Clients are hanging on and we are paying every minute of the call. The autonotification we created together with Voximplant instantly identifies a client by their phone number and announces an up-to-date order status. A client spends less than 30 seconds checking the information. It helps us reduce considerable costs on agents and unload them during the busy season.