Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
RETAIL GIANT REDUCES CONTACT CENTER SERVICE EFFORTS BY 41% WITH A VIRTUAL AGENT
41%Contact center service efforts reduced by 41%
28%28% shift from voice to digital channels
96%96% virtual agent response accuracy rate
A leading full-service supermarket retailer.
The client’s online retail site was growing at a significant rate of up to 27% annually but returning poor profitability values. They needed a solution that would take pressure off their contact center while aligning with their customer experience strategy of ‘anytime, anywhere’.
Probe CX worked closely with the client’s customer experience team to create a virtual agent (VA) specifically for order tracking and providing assistance with checkout enquiries.
If human intervention was required, the VA would efficiently pass the customer details and VA chat history through to a live web chat agent.
VIRTUAL AGENT IMPLEMENTATION PLAN
The client implemented the VA solution conservatively, going live to 5% of their online retail site for the first week: Monday to Friday, between the hours of 9am and 4pm.
After the first rollout week, the VA accommodated 100% of their online retail traffic and extended the hours to 7 days a week, between the hours of 9am and 9pm.
The implementation of the virtual agent has: