HVAC
Discover how Comfort Zone HVAC transformed their customer service and scheduling with AI automation, leading to increased customer satisfaction and operational efficiency.
Introduction
Comfort Zone HVAC has been a trusted provider of heating and cooling services in the Austin area for nearly two decades. However, as their customer base grew, they faced mounting challenges in managing customer inquiries and scheduling service calls. They sought a solution to improve their customer service and streamline their operations.
Challenge
During peak seasons, Comfort Zone HVAC experienced a surge in customer calls, leading to long wait times and frustrated customers. Their manual scheduling system was prone to errors, resulting in missed appointments and scheduling conflicts. Furthermore, they had difficulty providing timely updates to customers regarding technician arrival times. Their customer base was growing, and there was not enough office staff to keep up with the volume of calls coming into the office.
Solution
Impreso Agency implemented an AI-powered customer service and scheduling solution. This included:
Automated call routing and AI call answering service to improve phone support efficiency.
An AI chatbot to handle common customer inquiries and provide instant support via the website.
AI-driven scheduling to optimize technician routes and provide real-time updates to customers via SMS.
Sentiment analysis tools to ensure customer escalations were handled rapidly.
Implementation of real time GPS tracking of technicians to improve dispatching.