Boosting Customer Engagement for RetailMart: Automating Inbound Queries with Voicebot

Problem:

RetailMart, a major retail chain, was facing high volumes of inbound customer inquiries related to store hours, order status, and promotions, which led to long wait times and overwhelmed call center agents. Customers often abandoned calls due to frustration, and agents were unable to focus on more complex queries.

Task:

To automate routine inquiries, reduce wait times, and improve customer satisfaction while optimizing call center agent productivity.

Solution:

LynxSMS implemented a Voicebot solution to handle all inbound calls related to routine inquiries. The voicebot was trained to recognize frequently asked questions and provide instant answers, such as store hours, order tracking, and current promotions. The bot also had the ability to redirect more complex issues to live agents when necessary.

Implementation:

The Voicebot was integrated directly into RetailMart's existing phone system. With 24/7 availability, it managed incoming calls during and outside business hours. The bot was designed with natural language processing (NLP) to handle customer queries seamlessly. Training for call center agents was provided to ensure smooth handovers between the bot and live representatives for complex issues.

Results:

• 60% of routine customer inquiries were fully handled by the voicebot without the need for human intervention.
• Customer wait times decreased by 35% within the first month.
• Overall customer satisfaction improved by 25%, as indicated by post-call feedback surveys.
• Call center agents reported 40% less workload, allowing them to focus on more critical customer issues, increasing productivity.