提高客户支持效率：Home Inspector Pro 案例研究
技术
- 自动化与控制 - 人机界面 (HMI)
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 建筑物
- 设备与机械
适用功能
- 销售与市场营销
用例
- 实时定位系统 (RTLS)
- 时间敏感网络
服务
- 系统集成
关于客户
Home Inspector Pro 是一家位于加利福尼亚州洛杉矶的小型软件公司。该公司成立于 2004 年，为住宅和商业建筑检查员提供完整的软件解决方案。他们的软件帮助检查员编译和组织他们的报告，其中可以包括多张照片以及特定财产需要纠正的所有内容的结构化细分。该软件还跟踪合同和其他行业特定数据。除了主要软件之外，该公司还为检查员提供营销网站和云服务，使他们能够上传报告并与房地产经纪人和其他客户共享。他们还提供 Android、iPhone、iPad 和 Chromebook 应用程序来帮助您在现场记录笔记。
挑战
Home Inspector Pro 是一家为商业和房屋检查员提供解决方案的小型软件公司，在管理客户支持电话方面面临着挑战。该公司拥有国际客户群，通过 8 条直线电话接到支持电话，这些电话被配置为拨打第一个可用的员工的电话。为了提高服务质量，该公司跟踪了通话时长、等待时间以及客户在没有与任何人交谈的情况下挂断电话的情况。然而，这个过程是由员工手动完成的，不仅耗时而且不一致。该公司需要一个自动化解决方案来缩短响应时间并确保呼叫记录的一致性。
解决方案
Home Inspector Pro 使用 RingCentral 平台来自动化其呼叫跟踪流程。该平台与 Google Sheets 集成，后者是公司的呼叫跟踪系统。这种集成可以实时更新呼叫统计数据，使员工能够在客户等待时间过长或在没有与任何人交谈的情况下挂断电话时立即做出响应。呼叫跟踪自动化将公司每次呼叫的响应时间缩短了约 15 分钟，并确保呼叫记录更加一致。该集成的第一个版本是通过研究 RingCentral 基于网络的管理用户界面并模拟用户基于浏览器的交互来获取数据并将其输入 Google Sheets 来创建的。然而，当 RingCentral 平台 API 可用时，这个临时系统被更可靠的解决方案所取代。
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