Implementation and work of operators

[tanjimaju200]

The company got:

– reduce the load on the company's contact center;
– improve the level of service by promptly providing clients with assistance in placing an order and using their personal account.




The structure of the cyprus mobile database
chatbot was developed based on frequently asked questions from customers.
In real time, users can instantly receive information about placing, delivering and paying for an order, the loyalty program and the website.

The bot has 4 main buttons, each responsible for its own area:
1. A button for customers who need help choosing a product.
2. A button for those who have already placed an order and want to clarify something about it.
3. A button with promotions - what promotions are there now, is it possible to get a loan for a promotional product, a bonus program, etc.
4. And communication questions - here you can find information about pick-up points, work schedules, gift certificates, company details/contacts, etc.



At any stage, you can contact a contact center employee.
You can rate the bot's work at any time in the top line of the chat by putting your finger up or down.

Results:


According to preliminary forecasts, before the launch of 21vek.by, it was assumed that the bot would relieve employees by 10-15%, since such a tool had not been used before. After the launch and initial adjustments, we reached a figure of about 30% stably monthly.
In August, there were 94,718 requests from all channels: 42,091 from chats, of which 25,310 requests were processed by operators, and the bot - 16,781.



It is noteworthy that despite the presence of the "contact an employee" button, clients prefer to communicate with the bot, which greatly helps to relieve employees.

If you are not with us yet, register and evaluate all the capabilities of the LiveTex platform without restrictions for 14 days free of charge. And if you do not know where to start, contact our managers in any convenient communication channel: they will help with settings and selection of the optimal tariffs and solutions for businesses of any scale.
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