Most services have to deal with resource shortages. Automation is a great way to address these issues. It mainly helps with getting rid of repetitive tasks and thereby gives your staff the possibility to focus on the important and complex tasks.
In this use case we want to look at a very exciting scenario that gives you a great range of possibilities to spare your team unnecessary work.
Imagine, you have a customer calling. Via IVR you ask the customer for the call reason. She selects "Delivery" and confirms that she wants to know her tracking number. There is no need for her to talk to an agent: babelforce will detect if she called via a mobile. If she did, she receives a text message with the tracking link. Otherwise, babelforce will send an email. In case babelforce detects that she is a VIP customer or her details are unknown, your team can give her a callback.
babelforce can easily be integrated into your CRM or database. At the beginning of the call -based on the caller's phone number - babelforce receives information about the caller like name, email address, segmentation, etc. from your CRM. After the customer inserted the required information, babelforce matches this input with the available data in your CRM database. In this example it's the most recent tracking number. It's easy to send this information to the customer, either via SMS or email.
Technical implementation
- Setup a call flow with IVR.
- Create a two way integration between babelforce and your CRM for matching input and sending information to a babelforce internal variable
- Create a switch to decide on which channel you want to get back to the customer
- Create both an email and SMS Automation
- For VIP customers, have a callback audio set up
As always you can reach us via success@babelforce should you consider to implement such a setup or a similar one.
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