Hotline without
worries available
24/7 from €1,900

Automate customer
support with AI capabilities

Thanks to voicebots, chatbots and AI assistants, we can handle your customers' most frequent requests instantly - with no operator, no waiting and 24/7.

How does the combination of operator and AI work in practice?

Up to 80% of the requests that are directed to the customer service lines are repeated. How can AI help?

With the right and responsive use of AI, you can get a happier customer and lower costs.

AI is not a panacea in customer support

Artificial intelligence is not a full-fledged substitute for an operator who can independently and comprehensively cover all processes. It is therefore important to distinguish what type of collaboration or tasks AI should be used for - because it understands words, but not people (at least not yet).

If the AI is to process a certain part of the agenda, it is necessary to saturate and test it first. However, the work doesn't end there, as it needs to be regularly maintained and constantly updated with new and up-to-date information.

Helpline - Help desk

Customer communication plays an essential and non-negligible role in any business. The Infoline and Helpdesk serve as a support and communication channel between customers and service providers. If your customer needs to get answers to their questions, we are ready to provide them.

What is the difference between Infoline and Helpdesk?

Infoline

It is important to provide quality support to your customers before, during and after the purchase of goods or services . The most common form is the customer service centre - Infoline, where operators handle various types of requests. From information about the services provided, through active service set-up, making changes or modifications to existing services, billing, receiving complaints and so on.

Standard scenarios

Emails

• sorting and marking emails according to the type of request (invoice, complaint, ...)
• draft response using AI (subsequently approved by the operator)
• reply within 2 hours

Webchat

• instant chatbot + link to operator
• collecting contacts outside working hours
• connection to the ordering system (e.g. "where is my package?")

Forms

• automatic processing and classification of the request by type
• feedback to the customer (confirmation, ticket number, arranged time, ...)

Helpdesk

It provides the same customer support for its customers, but in a more sophisticated form - usually technical support for products such as computers, electronic equipment and installations. The helpdesk is also used as an internal help line for employees.

Standard scenarios

Emails

• automatic categorization of requests (access problem, error, ....)
• draft response using AI (subsequently approved by the operator)
• assigning a ticket number and setting the prioritization according to the severity of the problem
• reply within 4 hours

Webchat

• instant chatbot with pre-selection of the problem + link to the technician
• collection of diagnostic data (OS version, device type, error code)
• direct connection for remote assistance

Forms

• solving urgent problems (system outage, account lockout, connection problem)
• ticket creation during the call and inclusion in the system
• tracking the status of the request

Who is outsourcing suitable for?

Primarily for companies and companies with a larger number of customers, regardless of focus or clientele. However, it also works well for smaller companies.

Most often for companies that:

• are entering the market and have not built their own customer centre. It can also be a completely new and start-up company, or a company from abroad that needs to provide customer service in Slovak language
• are looking for a flexible way to expand their own customer centre. The advantage of such cooperation is the possibility to adapt the customer service capacities very flexibly to the current customer requirements
• are looking for financial savings in the operation of a customer service centre. When all actual costs are calculated, outsourcing is a more financially viable solution. The main reason is the economies of scale that the right outsourcing company can generate.

A quick tip: if you answer "yes" to at least 2 questions , it's a good fit for you and your company.

Benefits of outsourcing

Outsourcing has become an important part of business strategies in key areas of the business, including the outsourcing of Infoline and Helpdesk services. At first glance, this move may seem complex and complicated, but it has a number of benefits:

• Transparency - you have absolute control and access to every communication that is conducted with your customers, including statistics and reports
• Flexibility - third-party customer support gives you greater flexibility to handle fluctuating demands from your customers
• Cost optimization - by paying only for the actual services used
• You don't have to look for new employees - nowadays it is more and more difficult to find a suitable candidate for the position of an operator
• You do not need to train new employees - there is usually a high turnover in the call centre as well as in the operator position and new employees always need to be trained
• Expertise and experience - you get a partner who has experience with hundreds of different projects and will be happy to advise you which solution is ideal for you

Outsourcing your call centre gives your business far more benefits than you can imagine.

Working hours

We can operate the hotline and the Helpdesk for you in NONSTOP mode = 24 hours a day, 7 days a week and 365 days a year.

What is the actual cost of running the Infoline/Helpdesk

Often, when calculating the actual costs, some items are forgotten, but they are also part of the operator's labour costs. Do you know what all is included in the actual cost of a customer service agent?

• the employee's gross salary
• employee contributions
• employer contributions
• holiday costs
• costs of (sick leave, vacation, etc.)
• meal tickets
• the salary of the supervisor
• Training
• recruitment & selection
• information systems licences
• management of information systems
• telecommunications and internet charges
• renting of offices
• depreciation of other equipment
• payroll and accounting processing