At Bruneau, customer satisfaction is a priority. However, managing customer complaints and dissatisfaction was a real challenge. In order to enhance its customer service and reduce the churn rate, Bruneau adopted Audioliz’s artificial intelligence solution, which enables in-depth analysis of customer interactions and the generation of personalized alerts.
Real-time Monitoring of Dissatisfied Customers
Thanks to Audioliz, every customer interaction is thoroughly analyzed. When a customer expresses dissatisfaction, an alert is immediately sent to Bruneau’s supervisor. This alert contains detailed information regarding the reason for the dissatisfaction, allowing for a swift and appropriate response.
A Process Tailored to Each Type of Alert
Depending on the type of alert, a specific process is triggered:
- A proactive call back from an advisor to resolve a pending issue
- The proposal of a commercial solution to restore trust
- Referral to an expert service for more complex cases
This system has enabled Bruneau to retain numerous customers on the verge of leaving by offering them a personalized experience and a rapid solution to their problems.
A Significant Reduction in Both Churn Rate and Repeated Calls
Implementing this strategy has led to impressive results:
- A 20% reduction in churn rate: fewer customers are leaving Bruneau due to the quick and effective handling of their issues.
- A 3% decrease in the rate of repeated calls: by addressing problems at the first point of contact, customers no longer need to call multiple times, thereby improving their satisfaction while reducing the workload for call centers.
Conclusion
By integrating Audioliz’s intelligent alerts, Bruneau has not only improved customer satisfaction, but also optimized resource management. This is clear evidence that artificial intelligence can transform the customer experience and strengthen long-term loyalty.
