Too many calls,
Not enough agents
It’s an extremely frustrating and stressful experience watching your customer service centers flooded with too many calls, and worse – being unable to give your customers the care you want to give them because of it. Despite call volume forecasting and planning, we can all be blindsighted by the actual number of callers dialing in, and for many companies, a lack of time and resources means that there aren’t enough agents to handle them all, which results in long waiting on hold times, frustrated customers posting on social media, and lost customers. What can you do to help automate customer service, while keeping a personalized touch?
Current solutions help,
but more can be done
You may already use a self-help knowledge base or implemented a chat /email helpdesk on your website. These solutions work! They reduce the number of calls dialed into your center. However, what about the customers who still dial into your center? You may already use call center software that outsource easy tasks from your agents, like an IVR or callback system to help manage caller experience before they speak with an agent. But you can achieve even more when these software tools use AI.
Better Experience, Higher Customer Satisfaction
Give your customers a great experience before they get to an agent by eliminating common frustrations like long wait times. Our AI-based software makes sure that your customers are able to bypass waiting on hold – allowing them to do other things – while helping to manage heavy and unpredictable call loads for your customer service centers. (Click here to see how Gothaer, one of Germany’s largest insurers saw an 8% jump in their CSAT scores within 3 months!)
Smart call back systems that schedule call-backs during less busy times in your call center, and learn from the data to reroute them to the most efficient times
Smart appointment scheduler that offers appointments during pre-selected times and during less busy times in the contact center
Peak management system that tracks the call volume traffic your center has, and uses the data to greatly enhance software performance