SMS, email or callback from IVR

Many services face the challenge of limited resources. Automation is a powerful solution to handle this. By eliminating repetitive tasks, it allows your team to focus on more important and complex work.

In this use case, we’ll explore an exciting example that helps your team avoid unnecessary tasks.

Scenario: Automated Tracking Info Delivery

A customer calls your service. Through an IVR, you ask for the reason for the call. The customer selects "Delivery" and confirms they want their tracking number. In most cases, there’s no need for an agent to assist:

• If the customer calls from a mobile phone, babelforce sends them a text message with the tracking link.
• If it’s a landline, an email with the tracking link is sent instead.
• For VIP customers or cases where customer data is missing, your team can schedule a callback.

Integration with Your CRM

babelforce integrates seamlessly with your CRM or database. At the start of the call, babelforce identifies the customer based on their phone number and retrieves details like name, email, or customer status from your CRM.

When the customer provides input — like a delivery request — babelforce matches it with the latest data in your system. In this case, it finds the most recent tracking number and sends it via SMS or email.

This way, your team can focus on more valuable interactions while babelforce handles routine tasks automatically.

Technical implementation

• 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.