Good customer care pays off. Even call centre costs turn into revenue.

When the Autonaklik project started, a small team communicated with customers. New orders, sales and customer care were handled via web chat mluvii and mobile phone numbers. They managed communication history and call results in excel spreadsheets. And this is where the whole organization soon began to fray.

If the number of orders grows rapidly, there is also a need to record call history. Mobile phones are no longer enough for this. Unless you want to drown yourself in excel spreadsheets. Then comes IP telephony, a cloud-based landline solution that is served by several operators at once and stores communication data and history.

Along with the increase in customer enquiries, the team has expanded to include 3 brand new roles – call centre operators. However, there is not enough space and peace of mind in the office for the new colleagues and another difficult situation could arise. But the magic of mluvii is that you don’t need an office at all to serve customers. Operators were given access, call scripts and training and started serving customers from their homes. With just a laptop and a headset.

“The fact that you practically don’t need anything to start using mluvii was another major plus, because besides small offices, we are also in the coronavirus era and anything that can be solved online is just an incredible simplification of work. If we hadn’t had mluvii when we launched the campaign, the onslaught would have put us down,” says Ondřej Žilka, owner of the Autonaklik project.