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
Multi-entry triggers
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
Digital scheduler
Use this app template to digitize self-service appointment scheduling with a contact center representative to eliminate long hold times.
Featured resources
Case Studies
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.
Case Studies
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.
Case Studies
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.