golama
If the ordered goods are not available, golama’s partner shop makes an offer to clients to replace items by sending a push notification in the app. golama uses Voximplant voicebots to make sure their clients don’t miss the notification.
Our clients regularly missed push notifications so the missing items were simply deleted from their orders. In order to avoid negative feedback from customers, we started to notify them about the need for replacement by phone as well. Agents spent 30% of their time doing that and contact centers sometimes didn’t make it in time because of request overloads.
Together with Voximplant, we automated voice notifications and developed our own voicebot Innokenty. We like that it’s not a standard recorded phrase, but synthesized speech that allows changing text and voice options in a few minutes.
If an ordered item is missing, a shop informs golama. A client receives a push notification with a request to replace the item within 10 minutes in the app. If the client doesn’t respond in 5 minutes, they get a call to the number linked to their account. The voicebot uses speech synthesis to ask customers to replace the missing item.
Flexibility. 5 minutes to change the call scenario.
Effectiveness. Regular customers replace items before the message is finished.
Efficiency. Contact center agents spend their time on more difficult tasks.
golama is a fresh food delivery service from partner stores. Delivery in Moscow and the nearest Moscow region is carried out within 45 minutes, the courier arrives at the time specified by the client.
