One of the largest online retailers in Central Europe needed accurate, reliable automation for a number of outbound campaigns.
There were two challenges to address before deploying the voicebot solution: connecting to the client’s current tech stack, and designing voicebot flows for each of the campaigns that the client had planned.
The VOCALLS team worked closely with the client to connect to their current tech stack and create a robust, reliable voicebot that took on repetitive outbound calling.
“We are used to pushing boundaries with the latest technology and best practices. Throughout our cooperation with VOCALLS, it has always been clear that they are qualified to match our high standards and help us succeed in pushing boundaries. The VOCALLS team is on top of product delivery and ensuring the best performance. We look forward to our continued shared success and the next VOCALLS innovation we can use to further improve our customer experience.”
Outbound automation
VOCALLS designed the voicebot to automate several different tasks for outbound campaigns, ultimately eliminating the need to hire dozens of additional agents to supplement their customer service.
The voicebot eliminated the need to hire dozens of additional agents to supplement their customer service.
Re-engagement campaign
Through outbound calling, the voicebot contacted the e-commerce client’s inactive B2B clients that had not made any purchases within a certain time period, to re-engage them.
After verifying their identity, the voicebot notified them that their account had been upgraded to a premium account, which offered discounts to incentivize more frequent purchasing.
Those B2B clients were able to finish setting up their premium accounts through the voicebot and receive confirmation of setup via SMS, all without involving a single agent.
The voicebot also collected feedback from clients within the same call, based on the data our e-commerce client determined would be most useful.
Automated tasks
• Account upgrades
• Account setup
• Re-engagement
• Upselling
• Feedback collection
Payment reminder campaign
For another outbound campaign, we designed voicebot flows to contact clients about unpaid invoices.
Every path in the flow was carefully designed to bring about the most satisfactory resolution, including sending an SMS with all relevant details for payment.
The total turnover for the re-engagement campaign in one year was more than €6,100,000. In the first wave of calls alone, the turnover increased 54%.
During the outbound re-engagement campaign, the voicebot brought in more than €6,100,000 in turnover.
The e-commerce client recovered 10% more every quarter after the voicebot for payment reminders was launched. This also saved money for the enforcement agency to which the claims would be referred.
