Demo Center/General Industry/Digital Deflection for Status Check

Digital Deflection for Status Check

General Industry

Overview

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

step1@3x
Multi-entry triggers
type-image-combination-blocks-3-template-false-brands-genesys-five-9-nice-in-contact@3x
Integrate with IVR systems
type-image-combination-blocks-5-template-false-brands-salesforce-zendesk-oracle-cloud-service-now-s@3x
Pre-fill customer inputs
Group-2109
Digitally capture information
component-progress-bar@3x
Self-service status tracker
component-payment-capture@3x
Update billing and account information as needed
Group-2106
Send real-time updates back to systems
Group-2110
Proactive SMS notifications

Featured resources

Aria Blog (10)

How Turo Drives Operational Efficiency with Airkit

Peek under the hood to see how the peer-to-peer car sharing service automated routine customer and host interactions.

Aria Blog (60)

AutoReturn Reduces IVR Cost, Drives Up Customer Satisfaction with Airkit

Learn how the nation’s leading towing management systems provider used Airkit to reunite owners with their cars more efficiently and at scale.

Q3 BlogResources Page (18)

OpenTable reroutes calls, improves CSAT with Airkit

To serve their customers with speed and efficiency, OpenTable relies on Airkit to redirect and reroute calls to self-help and live chat experiences.

Ready to see for yourself? Let’s get started.

We'd love to show you