How Puls Transformed Customer Communication with Aircall AI
When Director of Operations at Puls, Stephen Monarch, offered to share the exciting journey Puls and Aircall have been on as they’ve integrated the platform into their daily operations, we jumped at the opportunity to chat.
Little did we realize that Aircall didn’t just upgrade their operational efficiency but redefined it.
Puls started as a direct to consumer business offering appliance repairs and handyman services. Gradually, the business evolved into a warranty company, both direct to consumer and through real estate point of sales. Next, Puls started assisting property management companies with their maintenance. Their growth has been impressive and they now operate pretty much everywhere in the United States.
A Seamless Transition to Aircall
Transitioning to Aircall from another VoIP provider was propelled by two primary factors: pricing and user experience. At the time, Puls was juggling three different phone systems—each with its own limitations that complicated their internal communications and customer-facing interactions.
Aircall emerged as the singular platform solution that covered all their needs, significantly reducing overhead costs and simplifying their call management processes. But switching wasn’t merely about cost savings; it was about protecting their smooth and responsive customer service.
Stephen recalls how the comprehensive walk-through and training provided by Aircall's onboarding team ensured a seamless adoption process. With multiple teams across Puls using Aircall for both inbound and outbound calls, this quick implementation was crucial.
“We were up and running with our implementation on a Monday and by Friday, we had worked out all of our kinks."
Revolutionizing Customer Engagement with Aircall AI
However, the true game-changer for Puls was the introduction of Aircall AI to their ecosystem. This innovative tool has drastically reduced the time spent on call reviews and empowered the team with invaluable insights into customer interactions.
Before Aircall AI, identifying and reviewing calls was a Herculean task. Now, Stephen notes, what used to be an hour-long process every month takes just a few minutes each week, thanks to Aircall’s AI-generated call summaries and key conversation topics. This efficiency doesn't just save time; it enables the customer operations team to focus more on strategic initiatives that enhance customer satisfaction.
Perhaps one of the most impactful features of Aircall AI for Puls is sentiment analysis. Without direct customer surveys for call center interactions, Aircall AI’s mood detection offers critical insights into the quality of customer service, guiding the team on areas for improvement. The nuanced understanding of call sentiments helps Puls tailor their strategies to address customer needs proactively, ensuring a superior service experience.
Stephen has even gone a step further and started testing experimental AI features as a part of Aircall’s AI Labs program, working with Aircall’s Product team to help refine features in development and shape the AI roadmap. Before, as part of their QA process, Puls had to manually enter call scores into a custom field in Salesforce. But by gaining early access to Aircall’s AI-powered call scoring, Stephen was able to streamline this process within Aircall.
“The fact that it was all in one place is something I was really happy about. We've had a really positive experience helping Aircall launch some new features.”
Operational Excellence with Aircall
Implementation of Aircall at Puls has led to significant improvements in key performance indicators (KPIs). Their abandonment rate plummeted from 7% to an impressive 1%, a testament to the effectiveness of Aircall’s Smartflows call routing system in guiding customers toward self-service options. Additionally, customer satisfaction rates soared by 50%, a clear indication of the positive impact of a well-structured IVR system and the seamless connections facilitated by Aircall.
“We’ve actually been able to set up an IVR that really helps the customer. It drives them to be more self-service on some topics, or reach us faster when they really need to discuss something over the phone.”
Another game-changer was Aircall’s introduction of MMS. For Puls’ tech ops team, who were constantly needing to describe visual situations, the ability to send photos back and forth reduced human error and increased productivity. As Stephen points out:
“Our technicians can ask to be sent a picture real quick, like a model and serial number, so they know what to order right away before they even go on site.”
Looking Forward
For Stephen and Puls, Aircall isn’t just a tool; it’s a strategic partner that propels them toward their goal of delivering exceptional home service experiences nationwide. And with the addition of AI, Aircall has helped Puls unlock new insights into their customer base.
Their story is a remarkable testament to how AI-powered solutions can transform customer communication, streamline operations, and drive business growth. It’s clear that for Puls, Aircall is much more than an operational tool—it's a catalyst for innovation and customer satisfaction.
To find out how Aircall can help your business achieve its goals, get started today with a demo or free trial.