Mike Monteiro | Customer Testimonial Video

Speaker: Mike Monteiro, Senior Manager People Operations, EF

Mike Monteiro: What was life like without dial pad and dial pad A I features. It was a lot more work. Number one, a lot more setting up physical phones, changing physical phone numbers, moving phones when people move desks, a lot more time just setting up someone's account or building a call center with dial pad that eliminated all the phones made it super easy to set someone up in less than five minutes, made it so people could manage their own call centers, change their own settings, update their own voicemail. A lot of things I'm forgetting. Um We didn't have A I features either with A I um dialpad gives us custom moments real time, assist cards so our agents can get prompted with help or links to go to when certain topics are brought up that we know new agents struggle with or that they, we know even veteran agents need help knowing what to say.

Mike Monteiro: Dial pad's first impact on our business was the pandemic. Knowing that once we had to work from home and leave the office, we knew our phone systems were fine. We knew people could work from home, they could make calls receive calls, customers could call in, we could still talk to them. That was the first piece that still rings true today that I love that made life so much easier than if we were not using to help pat. As far as the artificial intelligence that has helped us become much more efficient in how we answer incoming customer calls. We've lowered our average call time by 30% as well as outbound calls using real-time assist cards to help our agents get through calls more efficiently and giving more correct information to our customers. I believe we've made about 40% more calls um than we did before with that feature plus the voicemail drop feature when we have to make a lot of the same calls. And we're getting voicemails. Our agents now can press a button, leave a consistent message with each person that they get and not have to sit on the call for that extra minute reading a script to them. Um We're also able to see what our customers are saying about our tours. So we can say teachers are using hands on experience for this art tour. And is Italy, we can start marketing our tours based on how our customers are talking about it. Instead of us thinking what, what works in the market that has helped us sell our tours better and make them more approachable for people. Didn't know.

Mike Monteiro: What is my favorite A I feature? I think it's tough to just pick one favorite. I'm gonna cheat if I'm only supposed to pick one and say it's a close tie between custom moments and real time assist cards. The real time assist cards are so helpful for our agents to be able to be on a call. Have a certain phrase or word, trigger the card so that they can click on the link that brings them to our internal resource if they need help. Speaking about that, I remember when I started on the phones before way before dial pad and up until before dial pad, I would have a notebook next to my desk that I would have different pages marked that I would have to flip to when someone asked a question I wasn't sure about or to have to search through our SharePoint site. Hoping I got the right page on the right first. Try to try to find the information I needed to share with people the real time assist card just cuts all of that out. Gets information to our agents faster, more efficient and more accurate and has saved time on all our calls that we, that we've had custom moments as well. I feel like has been a huge benefit and a great tool that I love for the dot A I features. It allows us to track and I say track, I have flashbacks of when we would manually track certain topics that would come up during the year on an Excel sheet or a piece of paper that we would then tally and say, oh, it looks like customers are calling about this today and then having to tally the next day or the next week to see what they're calling about. Now with custom moments, we can easily go in at any point and pull a report and see within seconds what people are calling about to find out if there's something that we're missing or that we should be proactive about that will help our customers and keep them from needing to contact us. So that as well is a huge, huge feature that I loved.

Mike Monteiro: Could. I imagine business communications now without A I, technically, I could imagine it, it stresses me out to think about it that way, seeing how inefficient it was, how we took more time to help less customers. We spent more time trying to find answers than building our business. Now with A I, it's helped us save so much time, be more efficient on our phone calls, giving more accurate information to our customers. Even with things like the chat bots, self service customers could find help on their own. Now, 24 hours a day, instead of having to necessarily wait for us to be open during the day, during the week, it has really streamlined how we do things. It's given us much more insightful information and data that we can use to help get even better to help even lessen the amount of time we take to answer phone calls and spend on phone calls. It can help us market our business better by learning how customers are talking about our company. It helps us be more proactive by hearing the themes and the treads that's going on. Even now we're still a remote workforce before everybody would be sitting in the same area and you kind of would overhear calls and say, oh, that person sounds like they're struggling on the call. Let me hop in and listen to what they're doing. Now, a manager can have their coaching team set up and get insight on what calls are going. Well, what calls aren't going? Well, they can then drill down and see the transcript to read and say what has happened so far in this call and then they can decide. Yes, they do need some help. Let me join this call or let me talk to this agent to help them out. Um, which we didn't have 567 years ago. It was, it was a lot different back then and now it's just so much more efficient and so much better and so much more beautiful.

Mike Monteiro: What value has dialpad A I brought to our business dialpad A I has brought immense value to our business and across many different avenues between cost savings, improved customer experiences, higher employee productivity, customer service topic, tracking CS A and not just your regular CS A A I CS A that we don't have to worry about. If customers are actually responding to the surveys, we ask them to take at the end of a call or if we text them a survey afterwards, the A IC set gives us those valuable insights that we wouldn't be getting at all. Chat bots, conversational A I that can help answer a much larger variety of questions and much more details than what we're used to in chat bots. Um Objection, handling and sales. Our agents can easily get the information they need. When someone brings up a reason why they don't want to purchase our product, they can use the real time assist cards to see what the objection is to find information of why we can overcome that objection. Um Did I say I, did I say Tom yet time? It saved us a tonn of time. Both our agents, our managers, our sales trainers, our I T admins, so much time has been saved with dialpad A I I not needing to be in there all the time trying to edit things and update things, not trying to manually track information, to see what people are talking about. Not trying to come up with one pagers that help answer most questions that people have, that our agents can use dialpad A I can be built and it's there based on what is being said or how things are being said. So the value the da pa A I has brought to our business is immense. I can't even it, it 1000% value. It's, it's, it's so high, it's such good value that I can't even put a number on it. But it has brought so much to our business since we started using it. And I'm very excited to see what the future holds with. Dialpad A I.