Navigating digital customer surge
Tadiran’s continuous growth has resulted in a significant surge in customer volume, particularly during the Covid-19 pandemic. With more customers reaching out to Tadiran through various digital channels, the company’s contact centers faced extensive overloads.
To address this challenge, Tadiran implemented multiple digital platforms. However, this complex approach resulted in time-consuming and inefficient operations. Recognizing the need for a technological solution, Tadiran sought an effective means to manage the increasing influx of digital customer interactions.
Enhancing customer experience with automated communications
Tadiran implemented the CommBox customer communication platform to streamline digital inquiries through a unified inbox, leveraging chatbots and automation rules. The seamless integration of CommBox with Tadiran’s operational system, SAP C4C, enabled support agents to engage with customers directly from their CRM.
In addition, Tadiran expanded its customer service channels by integrating with the WhatsApp Business API through CommBox. With this integration, CommBox created a versatile multichannel chatbot, ensuring a cohesive customer experience across various channels, including WhatsApp, SMS, and chat.
Tadiran’s smart chatbot empowers customers to:
- Obtain swift, 24/7 services
- Schedule air technician visits at their convenience
- Receive updates regarding their service requests
- Resolve common issues through conversing with the chatbot
- Update their repair address information
- Seamlessly transition conversations between the chatbot and a live agent
One platform to serve them all
Tadiran’s implementation of CommBox for digital customer communication led to numerous achievements, which include:
- 46% of customer inquiries were solved by a bot end-to-end.
- 700+ repair visits a month scheduled automatically with no human interaction.
- 30% increase in digital customer interactions with a bot.
- Automation of customer service and support.
- Independent scheduling of service requests, including date changes and A/C installations.
- Automated access to Technical Information and Product warranty.
- Integration with SAP CRM, scheduling APIs, and customer APIs.
- Improved waiting times for customers.
- Greater work efficiency.
- Higher satisfaction rates.
- Reduced cost
Commbox seamlessly integrated with all of Tadiran’s operational systems, enabling effective communication management across the company’s various areas of operation. The platform’s advanced automation capabilities played a crucial role in achieving these accomplishments.