A Spanish company specialized in energy and environmental solutions, notable in the distribution of diesel, recycled fuels, and the management of industrial and maritime waste, offers a high-quality home delivery service of diesel for households and businesses.
The challenge
The company was facing several challenges in its post-sale process:
High demand for customer feedback after each diesel delivery.
Difficulty in collecting and organizing responses efficiently and in a structured manner, without overloading the customer service team.
Need to manage incidents quickly and redirect complex cases to the human team.
The goal was to automate post-sale surveys to obtain useful information in real-time and improve service quality without affecting operational efficiency.
The solution
With Ringr, the company has implemented an outbound voice agent to manage its post-sales surveys easily.
This voice agent:
Makes automatic calls to customers after home diesel delivery.
Requests ratings on logistics, service quality, price, staff, and product quality.
Classifies responses as answered, unanswered, or incomplete, facilitating clear and organized tracking.
Redirects issues, informing the customer about the option to contact customer service during business hours.
Manages data by extracting contacts from the company's current system and automatically logging responses.
Integrates results directly with the company's current system, simplifying management.
The impact
With Ringr, the company has achieved:
Automating post-sales surveys, relieving the workload of human agents.
Get structured and real-time feedback on the service, which improves the quality of care.
Optimize management time, allowing the team to focus on more complex tasks.
