Often the waiting time exceeded 30 minutes (and longer at night), and this was unacceptable. If a customer, for example, had their bank card stolen, they want to block it as quickly as possible, at any time of day, and are not prepared to wait a long time for an operator to respond.
Finding a solution All requests to our customer could be divided into benin cell phone number list two formats: oral and written. Oral requests came via phone calls (we do not consider personal requests in branches), written requests came via an online consultant, messengers and social networks. In order to process both flows of requests, we used two products - Voice Robot and Chatbot. Both of these tools allow you to automate and speed up work with customer questions and operate in a similar way.
Therefore, the first stage of work was no different. Formulation of typical questions First of all, we asked the customer to formulate the main topics of questions from clients to the call center and the wording of questions within these topics.
Thus, he divided the questions by banking products (with an additional category - questions about the work of offices), then by topics (for example, debit cards - card registration, blocking, money transfers, currency transfers and other topics), and then - by specific questions.