Delivery is a managing company of Delivery Group - has optimized the voice menu. In particular, the company created possibility to receive calls on separate lines for customers of the company and service providers.
Additional telephone line let to distribute incoming calls and to unload the main phone number of call-centre for the customers –0 800 509 509.
In the renewed system the most actual information for the current customers is divided into some units: receipt information, address cargo pick-up and delivery, complaint/ gratitude, services of the companies of Delivery Group, Personal Area. Hereby it is provided direct contact of customers with subject matter specialists for effective solution of operating issues, consideration of proposals, receiving of information.
Prospective clients of Delivery Company may directly order the business proposal, offer participation in tender or conclude cooperation agreement.
As a result the menu became even easier and more convenient, it offers wide self -service functionality, it significantly cut time for connection with subject matter specialist, it let subscriber to manage contact with the company by himself.
“Thanks to the new voice menu we managed to decrease load on the call-centre for 30% and waiting time of the customer on the line, - commented Olena Lakatosh, the General Director of Delivery. – We conducted a long-term study of customers’ behavior who called to our call-centre before renewal of voice menu. We are sure that the innovation will significantly raise efficiency of communication between Delivery Company and our customers.