Company background
A company under the umbrella of a leading corporate group provides financing services for various needs, including motor vehicles, electronics, and more. As the business grows and the customer base expands, the workload of the contact center agents also increases.
Prior condition
- Previously, the company’s contact center only handled inquiries from potential customers.
- With the business growth, the contact center now also serves inquiries from existing customers.
- This has added to the workload that must be managed by the contact center agents.
Objectives to achieve
- Reducing the agent workload without eliminating the personal touch of live agents. Ultimately, this is expected to decrease operational costs without compromising service quality.
Implemented solutions
ARSI Smartbot brings a chatbot solution to streamline contact center operations. The chatbot is seamlessly integrated into the WhatsApp channel, offering convenience to customers and potential customers.
Goals achieved successfully
- Customers and potential customers no longer need to wait in queues for answers from agents.
- On the other hand, the agent’s workload has also decreased.
- The implementation of the chatbot on WhatsApp, a popular messaging application among Indonesians, ensures a broad and effective reach.
