CASE STUDY
ONCE WE’VE STARTED IMPLEMENTING
THE CHAT AND THE OTHER CHANNELS,
THE CUSTOMERS WILL BE MORE
INTERESTED IN IT BECAUSE IT WILL
MAKE A BIG DIFFERENCE FROM A
CUSTOMER PERSPECTIVE.
With the consideration of mandatory
uptime, Itec worked closely with the AA SA
team to ensure a smooth transition between
platforms. There was a good synergy
between the teams, and the agents adapted
easily to the new system.
Key factors and future
The future for AA SA’s communication
strategy is about customer service. The
main focus will be to increase agent
reaction speed, with the goal of a mere 20
seconds between notification of emergency
and the agent’s call.
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INTELLIGENTCIO
This will enhance the reassurance the
customer receives during a breakdown
or accident. The call centre is a key focus,
streamlining the functionality and making it
work most efficiently on a practical level.
AA SA wants to engage with its customers
based on their needs, customising the user
experience to include a wider range of
channels, such as WhatsApp or social media.
The firm also wants to take full advantage
of the omni-channel environment, scaling
it deep and wide, by rolling out to a higher
number of both agents and customers.
And it is also looking at using AI and bots
for initial data capture, to streamline and
speed up the entire engagement with
the customer. “We have more customer
requirements to implement chat” said Van
der Merwe. “In South Africa, WhatsApp is
the leading social media platform from a
communications perspective.
“We’ve had very good reports and I think
they find it easy to work with. Voice channels
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