Serviços que o Droz ofereceu
in the number
of service agents
in customer service
in customer service
Always working to offer the best service to our client, in 2019, we started to work with the Neoassist tool in our operation.
However, our experience with the tool was extremely negative. There were countless problems that directly impacted the daily lives of our agents and also the experience of our customers. Systemic instability, impossibility of automation, low functionality, absence of reports and difficulties with support and relationship with the platform, were some of the setbacks that contributed to a chaotic scenario that was already part of our routine.
Among the challenges we encountered, for example, was the fact that we were unable to analyze the customer’s history in attendance, as the tool crashed, causing the drop, recall and delay in the average solution time.
We were also unable to automate the processes, which generated bottlenecks and great customer dissatisfaction. Not to mention the absence of a dashboard with real-time updates, as well as reports with inconsistent results. All of this motivated us to search for a new solution in the market that could transform our customer service area.
After a period of dissatisfaction with customer service, we chose the Droz tool as the one that could best assist us.
With Droz being part of our customer service area, we managed to reduce the number of agents by 55% and we highlight that we had a 58% retention in the calls, which generated a cost reduction and a breath for the service team, which was overloaded with the number of contacts we received each month. The quality of service has increased and the customer experience has become much better.
“Droz is an excellent platform that gives the client the autonomy to create conversation flows. The usability is simple and the service of the team, both support and products, is exceptional. They listen to our suggestions, some of them have even developed and this proximity is what makes the partnership even better. Knowing that you can count on the supplier and even if they do not develop something that we need, suggest ways to adapt.“
Customer Experience Manager at Webmotors