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Platform features
Go live in minutes with over 97% intent accuracy
Upsell & crossell your products
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Resources
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Learn how Yellow.ai enabled Waste Connections to save $250k per month
Use case:
Customer Support
Channels:
Website, Facebook, Google Business Messages
Waste Connections is among the biggest solid waste collection, transfer, recycling and disposal services, along with recycling and resource recovery across 43 states in the US and six provinces in Canada. The Company serves more than seven million residential, commercial and industrial customers.
The frequency of garbage disposal increased considerably due to COVID-19, which in turn led to a heavy influx of call volumes at Waste Connections. Thus, to keep up with the increasing demand, Waste Connections had to create an automated and scalable digital system. Due to the nature of their business, they needed to scale fast to avoid customer churn and government backlash.
01.
Trina – A customer support VA
Trina, Waste Connections’ Customer Support Virtual Assistant, is a first line service provider to help customers. Trina helped manage the increased influx of calls, and queries at Waste Connections, and led to savings of $250k per month.
02.
Providing superior CX
Trina helps users connect with scheduling systems, pay bills by integrating with billing systems, all from a single interface without having to hop around the website. Trina also provides guided assistance for special requirements and gives location based responses – making resolutions super relevant and useful.
03.
Bi-lingual capabilities
Trina supports English & French languages as a significant portion of Waste Connections’ customers are native French speakers. Further, Trina will seamlessly escalate the query to a human agent wherever necessary, leading to appropriate resolutions and happier customers.
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