Saguaro Pain Clinic automates 66% of inbound calls using Sage by TronBot.
Sage handles after-hours phone calls, answers FAQs and automates routine taks like schuduling and reporting.
The company's phone-line constantly buzzes, even after hours. Saguaro Pain Clinic receives on average 36 calls after closing hours.
Typically, a missed call would just forward to a voicemail, in which the front desk would receive the following morning.
The main goal was to help the clients of Saguaro Pain Clinic to get information faster and to reduce the burden on call centre agents
Respond to customers in loss events swiftly
Increase percentage of requests solved at the first call
Automate the process of handling common questions
SAGE sends key takeaways via email or text messages, while in complicated cases it transfers the call to the agent
SAGE answers common questions about the company, insurance payouts, working hours, and website navigation.
How can SAGE help?
SAGE had to be in line with the brand philosophy, be polite and friendly like a real Saguaro Pain specialist
Respond to customers in loss events swiftly
Increase percentage of requests solved at the first call
Automate the process of handling common questions
52%
70%
$9m+
83%
SAGE uses the FCR (First Call Resolution as a percentage of requests solved at the first call) metric to estimate the robot’s efficiency. If the customer does not call back within 24 hours after talking to SAGE, then the conversation may be considered successful.
83%
of NPS surney participants gave the highest rating to the company and its automated services
SAGE regularly conducts NPS surveys to estimate an index of customer brand loyalty.
A recent survey showed that 52% of customers are willing to recommend the company to their friends and acquaintances. Moreover, 83% gave the highest rating to the company and its automated services.
The assistant communicates with 400-500 customers each month and approximately 40% of them agree to take part in the survey.
The effectiveness of the survey was lower when the calls were handled by company staff. Saguaro Pain plans to teach SAGE to answer questions on contract management and amendment. The effectiveness of the survey was lower when the calls were handled by hotline agents.
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