Finding a solution The main focus

[ritu790]

Unlike insurance industry leaders who have significant resources to invest in modern technology in customer service, our client was hoping to achieve significant results within a tight budget. of our cooperation was attracting new clients and increasing repeat sales. Expanding our own call center or outsourcing the growing number of requests was not feasible within our financial framework, and training qualified employees who would show good results required significant time investment. Voice robots, unlike regular employees, can simultaneously conduct as many dialogues as there are lines connected to the phone number. They also reduce waiting time on the line and do not require lengthy training. The client decided to test the robot both in cold calling and for repeat sales and processing incoming phone requests, so we offered several interaction scenarios.



Solution For each of the scenarios, the following portugal whatsapp number data 5 million were connected: multi-channel numbers, an auto-dialing module, a Question-Answer speech synthesis and recognition function, and a Call Recording function. We also set up the integration of the Virtual PBX with the CRM system so that information about all interactions with clients was available in a single interface to every call center employee. Outgoing calls Cold calling of b2b clients The voice robot called companies, offering to take part in an industry study on reducing business risks or to receive ready-made results with recommendations. In this way, we were able to update the data and warm up clients who were previously unfamiliar with the customer for subsequent communication with sales managers. Repeat sales to b2c clients For this scenario, a notification about the approaching renewal date of the insurance contract was set up via web hooks.



The smart system automatically created a task to make a call, and the voice robot voiced a special offer to the client and automatically connected him with a personal consultant, or created a task to call back. Incoming calls Information in the interactive menu The voice robot was connected to a smart IVR, where it recognized a request given in free form and consulted clients instead of a first-line support employee. Thanks to data synchronization with the CRM system, the robot could voice not only information from the knowledge base, but also individual data - policy number, contract conclusion date, status of the decision on the insurance case. Results Thanks to the fast and correct service of the voice assistant on incoming calls, the company managed to increase customer satisfaction by 6% in just two months.