OLX is one of the world's largest online marketplaces and No.1 in Ukraine. The service is owned by Naspers multinational holding and is being operated in 45 countries.
The сompany places top priority on high-quality service and communication with customers. But as it gains traction and expands, new challenges arise. Luckily, EVE is always there to address some of the toughest ones.
OLX Ukraine was launching a new delivery method, and in situations like this, a hotline inevitably sees an increase in call volume. The company expected it to double, which meant the call center would be totally swamped with work. Urgent action had to be taken to minimize cases when the operator simply didn't have time to pick up incoming calls.
The company tried to streamline the work using Interactive Voice Response (IVR) a while back. It was supposed to not only distribute incoming calls to corresponding departments and operators but also help solve minor issues without their help.
But only 3% of callers could get an answer to their question without a manager, and a fair amount still spent much time roaming around the IVR menu before being transferred to an operator.
Our task was to increase the proportion of customers who got their problems solved without an operator, improve service quality, and lower Customer Self-Service (CSS) costs.
We analyzed the company's current performance and jointly set a goal to automate 15% of incoming calls so that they could be handled without transferring to an operator. Moreover, we saw this figure could be pushed to 30% in the future.
We scheduled a 2-day pilot run during which EVE was handling telephone calls and providing customer assistance. In case she failed to solve the problem, the call was transferred to a call center agent.
We also suggested that we conduct a brief satisfaction survey to learn about customer hotline experience with EVE. We particularly asked customers to rate the voice assistant’s user-friendliness on a scale of 1 to 5 compared to the standard voice menu.
That's how it looked like:
EVE: Hi, my name is Olga, I’m from OLX company. You contacted our support hotline today. Could please answer a few questions?
Customer: Oh, yeah.
E: Did you manage to get the information you needed on our hotline?
C: Yes, I received all the information in full.
E: Got it! Tell me please, did our specialist contact you today after you spoke to the voice assistant?
C: Yes, a manager called back.
E: Thank you. And one last question left. How would you rate the voice assistant’s ease of use from 1 to 5 compared to pushing buttons?
The results were even better than we expected. Take a look at some key takeaways:
20% of those who spoke only with EVE got their problem solved
32% of the total number of resolved problems didn’t require an operator
55% of customers gave EVE a rating of 4 or 5
And on top of that, EVE made it much easier for the call center operators to process requests quickly and efficiently.
Our pilot launch demonstrated that with our voice assistant OLX can significantly scale its customer service while saving money on the call center, IVR, and telephony. We made recommendations on how to structure customer requests more effectively and prepared some refinements on customer response options so that the requests could be identified faster and more accurately.
According to our estimates, we can automate at least 30% of incoming calls by entrusting them to EVE. Today our partnership with OLX continues, and we are currently working on system integration for a full-scale launch.
"In partnership with "EVE.calls" we piloted the launch of a voice bot for our OLX.ua customer support team with " EVE.calls" software.
The results have been very positive and our goals surpassed. We can highly recommend "EVE.calls" as a reliable, innovative and truly accelerating partner"
Ruslan Lahun, Head of Voice Customer Support OLX Ukraine