A company specialized in the distribution of water to offices and companies conducts recurring large volume deliveries. Their customer service team managed daily calls for orders, incidents, and information requests, an essential but repetitive and difficult-to-scale process.
The challenge
The company needed to replace its traditional IVR with a more natural and effective system. Its team spent a significant amount of time on mechanical and repetitive tasks, which led to saturation during peak hours and made it difficult to provide agile and quality service.
Specifically:
They manually handled routine customer orders.
They confirmed quantities or delivery dates one by one.
They recorded basic incidents without the ability for immediate resolution.
They experienced spikes in load during peak hours, affecting service quality.
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 handle the most repetitive tasks and free the team from personnel.
Automatically answers all incoming calls from customers, ensuring constant attention without waits.
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 naturally suggesting additional products or services, enhancing business opportunities.
Redirects incidents by informing the customer that the incident is registered 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 attention, with the vision of continuing to incorporate new functionalities in the future.
The impact
The adoption of Ringr generated immediate results:
Better served customers, with orders confirmed instantly and without delays.
Clear management of incidents, redirected without overwhelming the human team.
Increase in cross-selling opportunities, thanks to contextual recommendations.
