WISMO

Ecommerce & Retail

Overview

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

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Multi-entry triggers
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Integrate with IVR systems
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Pre-fill customer inputs
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Validate order information with eCommerce platforms
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Digitally capture information
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Send real-time updates back to systems
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Self-service status tracker
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Update billing and account information as needed
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Proactive SMS notifications

Featured resources

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.

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How Bench Built Data-Driven CX with Airkit and Heap

Hear from Dennis Pavlina, Sr. Manager of Inbound Marketing at Bench, on how the use of data helped Bench’s team personalize and iterate customer-facing experiences 40x faster.

Q3 BlogResources Page (14)

Airkit for Digital Deflection

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

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