Call deflection
Route product enquiries to your Guurus and free up agent capacity
Are your agents able to cover multichannel customer service? Support enquiries are received by email, via SMS, online shat, Whatsapp, Messenger or phone. This can become overwhelming for your agents.
What if you could deflect product enquiries to certified product users who are pleased to share their experience? Or even automate repetitive questions for faster, cost-effective support?
GUURU’s SmartRouting provides clever deflection of incoming support enquiries.
We regularly record peaks in demand, which are stressful situations for our customer service staff. While they want to give each customer the proper amount of time needed to advise them, the volume pressure does not always permit it.
Our Guurus answer product-related questions. The answers they provide are rated an average of 4.3 out of 5. Only 2% of these live chats ultimate need routing to customer service staff for handling, giving agents the time needed to properly process them.
of consumers say a business needs to provide 24/7 support.
of consumers have stopped doing business with a company due to bad service.
of consumers would prefer using additional channels to contact customer service.
“We have significantly fewer support requests to handle by our in-house customer service team.
Guurus – certified customers – share their knowledge with other customers via live chat 24/7.
This has increased customer satisfaction while relieving in-house agents, enabling them to focus on the really important tasks.”
Tanja Bichler
Head of Customer Success, bexio
How does call deflection work?
Free up your agents and have product-related questions answered by those who know them best: product users! Involve your loyal customers and have them share their advice and knowledge with others. With the GUURU live chat app, they can accept requests whenever they want, and about topics they are familiar with.
Simple questions are handled by the SmartBot, with a continuously growing knowledge base fed with the contents from Guuru chats.
Only questions that need customer account access are directed to agents, enabling them to take the time they need to provide high-quality support.