What happens when the customer doesn't just need an answer – but also help to move forward? Now we are launching Responda One Go, a new offering for businesses that want us to be able to take the next step in the customer query.
Traditional telephone answering services solve an important need: someone answers when the customer calls, takes a message or transfers the call. However, many customer queries require a bit more than that.
It can be about booking an appointment, taking a fault report, registering a case or helping the customer further according to a defined process.
This is where Responda One Go comes in.
From answering to actually helping
With Med One Go, we can handle simpler and clearly defined customer cases all the way. The customer avoids being referred elsewhere and your employees do not need to interrupt their work to manage recurring service cases.
We already do this type of assignment for many companies today. With Responda One Go, we are now gathering and developing them into a clearer offering where AI, technology, and our employees work together in the same customer flow.
This means we can use AI and automation where it creates value, while our employees are there when the case requires human understanding and judgement.
What can One Go help with?
One Go is suitable for recurring matters where there is a clear process for what needs to be done. For example, this could be:
- Bookings and rebookings – we help the customer to find and book an appointment.
- Fault report – we receive the relevant information and register the case.
- Case Registration – we gather information and ensure that the matter is dealt with correctly.
- Simpler customer service cases – We assist the customer in accordance with your procedures and instructions.
- Monitoring and administration – we can handle specific tasks that would otherwise take up time within your own organisation.
The result is a simpler customer journey and less administrative work for your own staff.
A natural step between an answering service and outsourced customer service
Not all companies need to outsource their entire customer service operation. At the same time, traditional call-handling services are not always sufficient. One Go fills the gap in between.
Answering service – we’ll reply.
One Go – we will respond and deal with the matter.
Customer services – we assume major or total responsibility for the customer dialogue.
This makes it possible to start where the need is today and develop the solution as the business changes.
Part of Responda One
Responda One Go builds on the concept behind Responda One: that customer engagement in the future is not about choosing between AI and people.
It’s all about combining them.
AI can handle parts of the customer dialogue quickly and efficiently. The technology creates the right flows and integrations. Our employees take care of the situations where human presence is needed.
For the customer, the transition should be seamless. The important thing is not who or what handles each step – but that the customer receives help.
When is Responda One Go suitable?
One Go is particularly well suited to businesses that receive a large number of recurring customer enquiries which are relatively straightforward to resolve, but which nevertheless require more than simply taking a call.
Perhaps your staff currently spend a lot of time on bookings, fault reports and administration. Or perhaps you want to improve availability without setting up a larger in-house customer service organisation.
Then One Go could be the next step.
When a single reply isn’t enough, we take the dialogue with the customer further.