The beverage vending company receives many calls from customers during business hours and after business hours. A majority of their call traffic are from beverage vending machine owners for service, but a small amount of call traffic is also from customers requesting refunds for their vending machines.
It was impossible for the current internal team to consistently handle the level of support needed to provide a high level of service.
Search for a Solution
The company reached out to Endicott to handle calls after business hours and for overflow calls during business hours. They also needed help opening new tickets for service through their website.
Endicott takes calls that come in after business hours and occasionally for overflow or primary support, such as during company town halls. Additionally, Endicott opens new tickets for service on their vending machines through the company’s website.
Results & Benefits of Our Answering Service
Using Endicott’s answering and website services, the beverage vending company is able to ensure that customer calls do not go unanswered after business hours or when overflow becomes too large for internal digital agents to handle. Anywhere from 10-25% of call traffic is diverted to Endicott for inbound customer support.
Endicott also opens new tickets for service on vending machines through the company’s website.