Communication with customers through contact centers is more about speed and ease than ever before. And with self-serve automation through IVR and SMS communication, contact centers can better serve customers 24 hours a day, seven days a week, 365 days a year. With the “lucky-strike extra” of doing so at a more controlled cost.
Because of this, many contact centers have implemented self-serve capabilities to help customers access the information they need in minutes without needing to speak with an agent. The speed of self-service improves the customer experience and reduces costs significantly.
Below are some of our clients’ impacts when implementing more self-serve options in this contact center using IVR technology and SMS messaging.
Speed to Answer
Dynamically Handling High and Low Traffic
Call Handling Time
PCI Secure Payment Transactions
If your contact center isn’t offering complete self-service options for your customers today, Contact Us to improve your customers’ experience and control your costs.