Customer Verification
In business, time is money and usually the biggest cost to many
businesses is the wage bill. Getting the most out of your
staff as well as keeping the requirement for training to a
minimum is essential.
The Customer Verification IVR allows businesses to capture
information from callers before the call gets answered. By
the time the call is answered the user can be provided with
all the customer's details and can get straight to the reason the
customer called. When used in conjunction with screen popping the customer's
record can be located for the user in whatever CRM
or database package is in use.
Identifying a customer early in a call before it gets answered
also offers these benefits:
- Important customers can be re-routed to priority lines
- Customers who are over due payment can be routed straight to
accounts
Below are some other examples of how this solution can be
used:
Order Number
Customers calling about a specific order can enter their order
number whilst waiting to be answered. Depending on the order
status the IVR can route the call to a different location or notify
the customer of the status so that they can hang up if that's all
they needed.
Support Ticket / Contract
Customers ringing up for support can be prompted for their
contract or ticket number before they get to the help desk.
This not only frees up engineers' time but also ensures that only
customers with valid support contracts are transferred through to
the support desk. Customers without contracts can be
transferred to sales to process as a potential opportunity.