Promoting voice self-service to drive a new user experience
Results
Challenge
Our client, a leading company in the distribution sector, faced the challenge of reducing call volume to their customer service center. Implementing the TouchVR service in the IVR would allow customers to autonomously inquire about shipment tracking without needing to interact with a human agent. This solution was successfully implemented in the IVR to inquire about shipment status for up to 10 different brands.
Solution
We developed a comprehensive solution based on TouchVR to enable customers to self-manage inquiries about shipment status. Through customized integrations, we were able to incorporate the most frequent inquiry from the customer service center, allowing us to resolve 50% of inquiries through the IVR. This solution not only increased operational efficiency but also significantly improved the customer experience by offering the possibility of agile and simple self-management.
Value Added
The integration of TouchVR not only optimize operational efficiency but also raised the customer experience to a new level. Now, our customers enjoy the freedom to resolve their most common inquiries autonomously and seamlessly, allowing them to save time and receive immediate solutions from the first contact. This agile and simple self-management capability has generated a significant increase in customer satisfaction and further strengthened our relationship with them.
Results
Our focus on self-management through IVR Touch has resulted in a 90% satisfaction rate, with an impressive 78% of resolutions using voice and a 50% reduction in the need for human intervention. Additionally, we receive an average of 3,500 conversations per month through Salcobrand’s page, demonstrating the success and effectiveness of our solution. On average, we manage over 6,600 cases per month, demonstrating the effectiveness and positive impact of our solution on the client’s operation.