SMS from IVR
- Reduce agent handling time
- Provide customers with info immediately on other channel
- Deflect calls at peak to efficiently handle on mobile
Benefits customers achieve
58% are frustrated by inconsistent experiences across channels
> 98% cost reduction to serve routine tasks
Offer customers an alternative to waiting – engage on the preferred channel
Increase revenue by
Answering queries fast during sales
Freeing up agents to deal with sales & service
Decrease cost by
Automating routine tasks
Reducing demand on agents at peak times
Choosing which channel to use (incl. by cost)
Process changes you want
Customisation of the information sent
Decide when to message callers, what to send and what links to include
SMS or other
When caller does not have a mobile, send message on other verified messaging service
Customer data
Automatically determine if the customer has previously contacted with email, whatsapp, messenger, etc.
Customer prioritization
For VIP customers (e.g. high LTV) prioritize service with agents