CONVERSATIONAL IVR CASE STUDY
HOW HEPSIBURADA INCREASED THEIR SELF-SERVICE RATES
THE CUSTOMER
The largest e-commerce platform in Turkey, Hepsiburada is the leader online shopping company. The company offers more than 13 million products in more than 30 categories to its customers.
THE PROBLEM
Hepsiburada Call Center receives more than 8,000 calls each day. They employed 100 full-time call center agents with an average call duration of 5 minutes. Handling calls manually was causing longer waiting times, increasing call duration. By automatizing the call handling processes, Hepsiburada was aiming to increase self-service rates.
THE SOLUTION
Sestek Conversational IVR enabled users to self-serve while speaking in their own language.
14% Increase
in self-service
rates
We wanted to offer our customers a structure that would enable them to complete their transactions on their own without waiting. We aimed to increase customer satisfaction by providing faster self-service. We are very satisfied with the results we achieved with Sestek.
DIRECTOR OF USER EXPERIENCE
HEPSIBURADA
The Results
14% INCREASE
IN SELF-SERVICE
RATES
10% DECREASE
IN TICKET
OPENINGS
95% NAVIGATION
ACCURACY
The largest e-commerce platform in Turkey, Hepsiburada is the leader online shopping company of Turkey since 2001. The company offers more than 12.7 million products in 30 categories to its customers.
ABOUT CONVERSATIONAL IVR
Sestek Conversational IVR is an IVR solution combining automated speech recognition (ASR) with natural language processing (NLP). The technology replaces frustrating or confusing menus with simple verbal requests. Users only need to say their intention to be routed to the correct IVR menu. The technology handles calls more effectively, saves businesses on operational costs, saves the customer time, and increases satisfaction.
