Contact Center for All
Case Study of a National Private-Owned Multifinance Company
Explore how a national private-owned multifinance company implements a chatbot in its contact center to provide the best experience for both customers and prospective customers.
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.
Objective to be achieved
Reducing the agent workload without eliminating the personal touch of live agents. Ultimately, this is expected to decrease operational costs without compromising service quality.
Attaining Operational Efficiency
Objectives 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.
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