Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
RETAILER IMPLEMENTS INTUITIVE CONVERSATIONAL AI TO REDUCE AHT BY UP TO 30 SECONDS
10%10% reduction in order tracking calls
30Average call handling times reduced by 10 to 30 seconds
3%Calls deflected to self-service resolutions increased from 1% to 3%
A large multi-channel retailer operating brick-and-mortar, eCommerce, delivery and click and collect shopping options.
The client was approaching a major multi-channel sales event and needed to ensure their contact center’s interactive voice response (IVR) system was well-positioned to manage a forecasted double increase in customer calls.
The client implemented Probe CX’s easy-to-implement, low-cost plug-and-play IVR solution, Oration; fully deployed and taking calls on the first day of the sales event. Oration is designed to be implemented as an overlay to existing contact center tech and as a SaaS cloud-based solution.
Oration was also given a persona to aid staff and customer adoption. When a customer called, Oration was the first point of contact and asked “How can I help you today?”. Depending on the caller’s answer, Oration would deploy targeted banners that would either get more clarification regarding the customer query or direct the call to the most appropriate outcome: a live agent or a self-service option. This meant Oration could completely deflect a call from the contact center if deemed appropriate.
The banners were completely customizable on the Oration dashboard by agents. Should the call need to go to a contact center agent, Oration would present a simple visual display of the call so far, verbatim, to the agent - a seamless customer experience transition.
From day one of the client’s sales event, Oration was able to:
calls by 10%
handling times by 10 to 30 seconds
The contact center agents reported no customer animosity received through interactions with Oration. They also believed customers were more ‘friendly and empathetic’ after receiving targeted banners prior to transferring to a live agent.