When did you realize you needed support?
“We were looking to implement an AI-based call handling solution for one of our clients that would help them stay ahead of the curve while continuing to deliver an excellent customer experience. At the same time, we recognized the opportunity to improve operational efficiency by reducing reliance on traditional receptionist services.”
What does good customer service look like?
"Flexibility is the name of the game. Having worked with another provider for many years, we understood the benefits of outsourced call handling and had already begun exploring AI solutions. We wanted a partner that could provide greater flexibility, stronger AI capabilities and a service that could be tailored to our client's existing customer journey."
How has Moneypenny changed your business?
“Today, Moneypenny's AI Receptionist handles the majority of incoming calls for our clients. We've worked collaboratively with the team to maximize the number of inquiries the AI can manage independently, while retaining the option for callers to speak with a Moneypenny Receptionist whenever they prefer or when a more complex conversation requires human support. This blended approach gives us the best of both worlds.”
What are the key benefits?
“By working closely with the Moneypenny team, we've developed a solution that captures valuable customer information, saves time and improves responsiveness. Callers reach solutions quicker, while the blended AI and human approach ensures customers always have access to the level of support they need. The experience has also demonstrated the significant role AI can play in enhancing customer conversations when implemented alongside human expertise.”
Any advice for other businesses?
"Having flexible support and the right resources is essential in managing any business. I'd definitely recommend."