Usually, customers are asked to leave their customer ID, email address or invoice number at the beginning of a call. Despite that, the call center agent answering the call does often not know these details which is why customers have to repeat their personal details again once they are connected to a representative.
Wouldn't it be great if the input were actually processed and used to have the agent recognize the customer the moment they are connected? Of course, it would be and it is possible.
Let's look at this technical use case in detail:
With babelforce, you have a great range of possibilities when it comes to processing IVR input. Imagine, a customer is calling your service hotline. You check in your CRM system whether the caller is known based on the calling number. If your CRM returns that the number is known, you can directly attach the ticket to the customer account and place the caller in your waiting queue.
However, if the calling number is unknown, you guide the customer to an IVR, requesting a customer id. She enters her id, babelforce sends the id to your CRM and based on the invoice number, the CRM can identify the caller. It returns details like email address, mobile number, internal id, etc. to babelforce. Based on this information, babelforce can now do some awesome magic like assigning the ticket to the account of the caller for instance.
Set up a call flow that checks if the caller is known in your CRM or not:
- Create an IVR that asks the customer for a customer ID
- Use a lookup Automation to check the entered number against your CRM
- Use an update to have the tickets assigned to the user account
- Push the ticket to the agent
Please get in touch with firstname.lastname@example.org if you are interested in implementing this use case, we are happy to help you with that.