Reduce customer response times

The call centre is the company’s showcase during an interaction. However, waiting generates frustration, dissatisfaction, a degraded image of the brand, and ultimately, an increased risk that the customer will switch to the competition.

Using intelligent queue and overflow management technologies, along with self-care solutions, will reduce customer response times while offering customers several options to quickly get a response.

Through the Eloquant Cloud Customer Experience platform, you implement intelligent call qualification and routing, manage call peaks through overflow, web callback, empower your customers 24/7 for simple requests by automating with self-care and AI, and improve response rates and service quality.

Issues

Customer satisfaction and loyalty

Wait times are one of the main pain points reported by customers trying to contact a brand. Reducing customer response times by facilitating access to customer service helps defuse dissatisfaction related to inaccessibility and improves the quality of the experience delivered.

Improving service quality

Reducing customer response times is directly linked to the optimal use of resources and the integration of technologies to automate processes, maximising agent productivity and improving service quality and answer rates.

Brand reputation and competitive advantage

Long wait times can damage a company’s image. In contrast, fast and efficient customer service enhances a company’s reputation and can provide a significant competitive advantage, especially in sectors where customers place great importance on after-sales service quality.

Solutions

Traditional IVR or visual IVR

Omnichannel contact centre

Chatbots/callbots

CRM integration

Online self-service

Quality monitoring

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

Assurances et Mutuelles

Mutuelle Nationale Territoriale (Groupe VyV)

Télécommunications

Bouygues Telecom Entreprises

ARaymond

When a global industrial company measures... customer AND employee satisfaction

Industry, Construction and Public Works

BDR Thermea

How BDR Thermea optimizes call management for optimum service quality!

Business Services, IT, Software publishing

Ivalua

When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management

Energy, Water, Environment, Industry, Construction and Public Works

Primagaz

How Primagaz optimizes call handling and customer service quality

Eloquant, your cloud Customer Experience platform

A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.

Omnichannel Contact Centre

Voice of the Customer / Satisfaction surveys

Case studies

Here are a few case studies!

Blog

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White papers

Download studies and analyses of the market and our solutions!

Are you intrigued? Need to know more before taking the plunge?