Digital Deflection for Status Check
Deflect 40-50% of inbound calls to digital self-service for high volume customer requests, such as status checks. Trigger this experience through an IVR system (e.g., Genesys, Five9), system of record (CRM), or a weblink sent via email, SMS, or QR code. This can also be embedded into an existing mobile app. Digitizing status checks lowers your cost to serve (save on agent time or hiring more agents) while increasing CSAT by 2-3x with faster service.
In this experience, look for:
- Customer authentication via core systems
- Status tracker of process
- Ability to edit customer fields (billing information, shipping address)
- Opt in to SMS messaging to receive status updates and more
- CSAT survey
- Mobile opt-in for rewards program
How it works
Integrate with IVR systems
Pre-fill customer inputs
Digitally capture information
Self-service status tracker
Update billing and account information as needed
Send real-time updates back to systems
Proactive SMS notifications
Airkit template used
Use this app template to digitize self-service appointment scheduling with a contact center representative to eliminate long hold times.
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