Ecommerce & Retail


Deflect 40-50% of inbound calls to digital self-service for high volume customer requests, such as where is my order inquiries. 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
Validate order information with eCommerce platforms
Digitally capture information
Send real-time updates back to systems
Self-service status tracker
Update billing and account information as needed
Proactive SMS notifications

Featured resources

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Airkit for Digital Deflection

Automate your call center and manage call volumes with self-service digital journeys for common requests.

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