Case-Study

3 minutes to read

Jul 07 2023

Comparison of Cost & Time-Consumption of Customer Manager and BSG Voice Bot

Polina Bezrukava

We compare human Customer Managers versus Voice Bots on cost, efficiency, time, and service quality. Customer Managers provide individualized service but cost more in salary, perks, and training. A Voice Bot provides 24/7 service at a reduced cost but may not be as personalized. However, the latter may not be an important factor for many businesses.

About the Project

Winning and retaining clients is an uphill battle. RealtyPro, a contemporary real estate company, has made the decision to verify the validity of clients’ information in the database and assess their interest in purchasing real estate. As a result, they have conceived the idea of comparing the cost and time investment of a customer manager versus a voice bot. In the long run, the voice bot could prove to be a cost-effective and efficient solution for handling customer queries.

Challenges and Project Goals

Getting down to the project, the BSG has determined the following targets to be solved:

1. Ambiguity in the actuality of clients in the database. The company couldn’t figure out whether the customers in their database were interested in the company’s service.
2. High cost of customer service. The provided number of clients in the database was too high to be solved and required more management, and thereby straining the budget and consuming valuable time resources.
3. Problems looking for potential customers. Managers were having trouble with conducting verification and communication with property owners.

• The main goal of the project

Through implementing the voice bot BSG aimed to improve the efficiency of the customer support service of RealtyPro company, reduce budgets and time spent on contacting potential clients and determine their interest in buying real estate.

Voice Bot Solution to Customer’s Challenges

1. Collecting key data points. Gathering the client’s information from the database, translating it into written text, and transferring it to a manager.
2. Re-engaging passive customers . Voice Bot effectively contacts inactive customers to provide them with relevant information and the newest updates on the company’s services.
3. Filling in the gaps in the database. The Voice Bot verifies received information and updates the information in the database.

Business Value Delivered

• Reducing the time of calls to property owners from 5 hours to 30 minutes
• Saving the cost of calls to property owners from 68 USD (fixed and variable costs of having an in-house supported center included) to 0,44 USD per call
• Improving the quality of the database of property owners
• Increase the chances of successful transactions

Final Take

The implementation of Voice Bot by BSG has greatly increased the quality of RealtyPro company’s database and significantly reduced the cost of customer support service. What’s more, the voice bot technology manages to engage inactive customers, increasing the potential business profit even more.