Companies' customer service departments are often labeled as something negative. Customers regularly cite unsatisfying experiences in surveys, especially when trying to solve a problem over the phone.
The standard of customer service is modernizing more and more, and consumers are increasingly discerning and mature about it. It's time to modernize!
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To meet consumer expectations, the market already offers a solution that automates customer service by configuring automated responses. This method is known as IVR — Interactive Voice Response (URA in Brazil) — and, integrated with the Useall ERP, it delivers fully modernized customer service.
Here is how the process works: the consumer calls in and is immediately answered by a virtual assistant, which applies the necessary filters and routing.
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The results companies achieve by using digital customer service are excellent, since it allows simultaneous calls, making it possible to log a higher number of service requests.
A common situation across many companies is reduced call center capacity outside business hours, congesting calls and making service management difficult. With an IVR, that is easily solved: while it answers and logs requests — and serves your customer through the virtual assistant — your professionals are free to focus on managing the services.
USEALL CAN HELP YOUR COMPANY
To use the Useall interface, you need a telephone exchange (PBX) and to ask your provider to confirm that the IVR option is enabled. There is no license fee and no monthly fee. Useall takes responsibility for delivering the finished project, with the services available, installation included, and the web service infrastructure maintained in permanent operation.
This Useall service is already in use at several distribution utilities, and we are very happy to share some testimonials with you. Check them out:
We have been using it for 3 years. With the IVR implementation, we reduced the number of missed calls, especially in power outage cases. The IVR ensures that every emergency service request gets logged. Choosing the IVR was an excellent decision — it added value, and we adapted over time; in some situations, we identified the need to change some main menu options to serve our consumers in the best way possible. (Bárbara, COCEL Distribution Utility – PR)
It drastically reduced call handling on days with power outages and sped things up a lot, since service requests go straight to the dispatch center (COD), with no need for an operator. We noticed this even more clearly on a day when there was a problem with the machine hosting the web service: call volume spiked because the IVR was down. (José Ricardo, CERAL Araruama Distribution Utility – RJ)
Originally published in Portuguese at useall.com.br.