A company specialized in the distribution of water to offices and companies, makes recurring large volume deliveries. Its customer service team managed daily calls for orders, incidents, and information requests, an essential but repetitive process that is difficult to scale.
Inbound
100%
out of hours response rate
Clear management of incidents, redirected without overwhelming the human team.
Better served customers, with orders confirmed instantly and without waits.
The challenge
The company needed to replace its traditional IVR with a more natural and effective system. Its team spent a large part of the time on mechanical and repetitive tasks, which created saturation during peak hours and made it difficult to provide agile and quality service.
Specifically:
They manually handled routine orders from customers.
They confirmed quantities or delivery dates one by one.
They recorded basic incidents without immediate resolution capability.
They suffered load peaks during peak hours, affecting the quality of service.
The company was looking for a solution capable of automating these processes, maintaining constant attention, and freeing up its team to focus on higher-value tasks.
The solution
With Ringr, the company implemented an inbound voice agent designed to take on the most repetitive tasks and free up the staff team.
Automatically answers all incoming calls from customers, ensuring constant attention without waiting.
Manages orders by recording requests, confirming products and quantities, and allowing last-minute changes.
Modifies orders allowing the customer to adjust products or volumes within the same conversational flow.
Cross-sells by suggesting additional products or services naturally, enhancing business opportunities.
Redirects incidents by informing the customer that the incident has been recorded and guiding them to contact customer service during business hours.
In this way, the company took the first step towards more efficient, fluid, and close customer service, with the vision of continuing to incorporate new functionalities in the future.
