from E-Commerce Director VARUS
AI closes every 2nd call
No staff growth and support budget
Stable Growth, Faster Responses, Better Experience
All channels and work in one place
E-Commerce Director VARUS
Олег Спірін
Until the fall of 2024, e-commerce support was carried out by an external outsourcing contact center with its tools. Customer appeals were recorded through the helpdesk, and the only real point of contact was the 0800 hotline.
E-Commerce Director VARUS
Олег Спірін
As the number of orders grew, so did the flow of appeals, and outsourcing lost its economic feasibility and did not provide the necessary flexibility. The ROI of the own contact center project became more profitable than the further expansion of outsourcing, and the company made a strategic decision to launch its own e-commerce team.
After creating its own contact center, the VARUS command saw: it is impossible to organize a quality service without a modern AI platform. Operators were forced to work through separate interfaces — for calls, email and separately for calls through the site or chat. This made the maintenance process itself difficult and staff training and delayed the speed of response.
E-Commerce Director VARUS
Олег Спірін
1
Operators received a “single window” for working with all channels, and customers — the opportunity to contact through any convenient way.
2
In just 1 month, an AI agent was deployed to handle standard, repetitive questions.
3
The VARUS team independently configures and adapts the service scenarios.
Integrate telephony into the platform so that operators only work in one window.
Cover all operational processes with triggers that promptly detect failures and trigger the necessary actions without human intervention.
Systematically analyze its effectiveness and expand scenarios to increase the share of automatic solutions.
Minimize the need for support through intuitive service and proactive automation.
E-Commerce Director VARUS
Олег Спірін
“I recommend that other businesses look for solutions for their Real problems and not just to figure out which product is 'fashionable'. Choose a tool that adapts to the business, and does not force you to change processes for yourself. I can say for sure about the flexibility of ConnectiveOne — we felt it from the first weeks of work and with the example of an AI agent.”
E-Commerce Director VARUS
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