Trane is a global provider of heating, ventilating and air conditioning (HVAC) systems and building management systems, and controls under the Trane and American Standard brand names. Its offerings include service and parts support and financial solutions.
A global, diversified manufacturing and services organization, Trane employs more than 29,000 people at 104 manufacturing locations in 28 countries, and has annual sales of more than $8 billion. In addition to their activity in HVAC systems, Trane is involved in energy conservation and renewable energy projects.
Trane wanted the ability to ensure fast response times, reduction in call volume, and more focused attention on customer service from agents during high ticket traffic. To achieve this we focused our attention on offering specific first line support features connected to our semantic search engine on their contact us page. This would help users get answers before they needed to contact Trane while helping the company cut down agent to customer wait times. Want to know more? Read on.
Trane increased their customer service capability while decreasing call volume
First, we gathered all of their content and placed it in our knowledge base. We knew that many of the general questions were on the site but they may not be found for a number behavior patterns we have seen when people first enter a site. Once the content was aggregated we started matching it to potential natural language questions so the semantic search engine could easily locate them.
Next we offered dynamic FAQs because people typically access search boxes right before they contact support. The dynamic FAQs gave users all possible related answers when they typed a question. We used our natural language software to maximize the FAQs effectiveness in the results. This helped ensure that their content would deliver accurate answers to general questions from their audience.
From experience we knew people would still attempt to contact support with general questions, so we provided our instant answers feature. A very effective tool in curtailing ticket traffic our Instant Answers provide FAQs while users write an email on the support page. With each word that is written our natural language processing quickly analyzes the meaning and locates the answer for them.
The results were surprising to us
We were pretty surprised by the feedback we got. It only took us a few weeks to integrate our system into theirs but they contacted us the day after implementation. They observed a 66% reduction in incoming emails on day one! This reduction allowed agents to focus more on email tickets that need immediate attention and fast answers.
It’s safe to say they are answering questions faster than ever and we’re glad to hear of the overnight results Trane got. We look forward to hearing more about how our technology is helping them drive a better customer service experience.
If you’re interested in finding out how your company can reduce its call volume and provide higher quality customer service interaction, schedule a free demo or ask for a free audit of your website’s content search-ability.
“Since going live with Inbenta we have reduced our incoming support emails to almost a third of what it was”
Ingersoll Rand Residential Solutions