2023-11-01 16:00:00
The operator Clear announced that it converted over 260 million telephone calls from call centers into digital self-service through a tool called DialMyApp, which seeks to digitize services in the name of optimizing processes.
According to the operator, of the more than 260 million telephone calls converted, 68% were resolved through the virtual environment, without needing to be transferred to a human attendant at the center. Every month, almost 8.5 connections are digitized.
Claro also highlighted that this tool was able to reduce the average volume of calls to the call center by 22%. DialMyApp was integrated into the operator’s network in 2022 with the aim of “increasing customer satisfaction”.
When a Claro customer calls the call center, they hear a voice message asking them to see a menu of options on the cell phone screen and, upon clicking, the user is directed to specific sections of the company’s application, website, chat or WhatsApp. operator.
According to Claro, this type of approach increased conversion in digital calls by more than 39%. Now, the company wants to continue expanding this service model in the hope of achieving even more encouraging results.
“Our challenge was to provide the Claro customer with the opportunity to resolve their requests independently and also in a few clicks”, commented the director of the Telco segment at DialMyApp, Adriano Medici, regarding the results achieved.
And you, have you already been referred to digitalized care? Tell us in the comments below!
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