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Once a request has been posted on the Aladom website, sometimes further information is necessary. This is the work of Aladom’s operators who contact people directly by phone to better understand their requirements. But calls often don’t reach the user. To solve this, better organize the operators’ workflow and minimize repetitive and uninteresting tasks, Aladom decided to automate voice message drop off with CreaWave’s solution ‘Voicemail’.
An audio message is automatically delivered on the voice mail. Fully customized, it includes specific information contained in the request made on the Aladom website such as the type of service or the city. The content is delivered in a highly natural manner. The customer interaction is personalized, spontaneous and engaging. The person gets back to Aladom when convenient.
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‘Before choosing the CreaWave solution, operators used to spend a lot of their calling time delivering messages on voice mails. This step is now automated and the time saved is better used to fully accompany our customers in their search. It’s a win-win situation: our team has time to concentrate on added value issues rather than on uninteresting tasks and users gain in being offered a higher quality service with increased attention from the operator’ comments Guillaume Thomas, CEO of Aladom.
Aladom’s operators call customers 5 days a week. The automation allow them to save 25% of their calling time, to better concentrate on more important aspects of their job. The automated messages are highly natural and generate a constant rate of recalls. As a result, CreaWave solution enables the team to be more efficient and motivated.
‘The feedback we have received from Aladom after using CreaWave’s Voicemail for one year shows how useful this type of solution can be for all parties involved. The technology is available, the solution has been tested and approved and we are now eagerly looking forward to enhancing the audio features we can offer our customers, with new promising solutions that cover all the audio chain and improve customer interaction’ adds Lars-Erik Larsson, CEO of Acapela Group.
About Acapela Group