Essential Aids
Essential Aids is a leading UK retailer providing mobility and daily living aids to elderly customers. We implemented a comprehensive Voice AI solution that handles customer inquiries, order lookups, and message taking, allowing staff to focus on complex support needs while ensuring every customer call is answered professionally.
Order Lookup Success Rate
95%
Test Line
01772 211 888
The Challenge
Essential Aids faced challenges with high call volumes during peak hours, leading to missed calls and frustrated elderly customers who prefer phone communication over digital channels. Staff were spending significant time on routine order status inquiries.
Our Solution
EldraDesk deployed a Voice AI assistant accessible via a dedicated phone number (01772 211 888) that can handle order lookups using order numbers, provide delivery status updates, take messages for callbacks, and route complex inquiries to human staff. The system was designed with elderly users in mind, featuring clear speech, patient responses, and simple interaction patterns.
Results
- 20-question voice test script operational with 95% accuracy
- Reduced average call handling time by 40%
- Zero missed calls during business hours
- Positive feedback from elderly customers on ease of use
- Staff time freed for complex support cases
“The Voice AI has transformed how we handle customer calls. Our elderly customers love that they can check their orders anytime without waiting, and our staff can focus on providing the personal touch where it matters most.”
Operations Manager
Essential Aids
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