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Automated customer service
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Automated customer service cannot replace person-to-person communication. In a lot
of occasions, however, automating some of the most routine customer
service tasks can have amazing results on the quality as well as the efficiency of the service.
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Is it for me?
There is a number of occasions where automated customer service might be a good idea:
 Your customers call
you early in the morning, late at night, during Saturdays and Sundays,
while your customer service only works Mo-Fr from 8-5.
Your customer service
receives a lot of phonecalls of a same type (i.e. account balance inquiry).
Different types of
client calls need to be directed to different people in your organization.
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How does it work?
For a customer, when she calls to the automated customer service, a
pre-recorded voice greets her, and gives her a couple of options. Customer
chooses the option she likes by pressing a corresponding number
on the phone keypad. Then, usually, she is:
a) given an answer, or
b) another set of choices, or
c) he is asked to input some more information via phone keypad, or
d) he is directed to a live customer service representative.
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Cool features:
Mobi automated customer service solution has the following cool features:
Customers are
played pre-recorded audio-clips, they give feedback by pressing keys on phone keypad.
In addition
to playing pre-recorded clips, the system can automatically synthesise numbers
and dates. For instance, the solution can tell the customer her account
balance, which is automatically taken from a database.
Incoming calls
are equipped with callerīs phone number, which can be used for automatic authorization of the caller.
It can record
incoming calls or parts of it. For instance, the system can record customerīs
problem if the customer service representative is not available
(weekends) and play it back to her later (or make listeanable from
a webpage). Customerīs phonecalls can also be recorded and archived
for security or authentication reasons.
It can
forward the call to another number or live customer service representative.
Most automated customer service solutions are built in a way that
routine functions are handled automatically, while in case of any non-routine
questions, customer is instantly directed to a live customer service
representative who can finish the process.
Just like
calls to normal customer service, the calls to the automated customer service can be
free (company pays from them), non-premium priced, or premium-priced (company earns money),
depending on your goals.
It can easily
be integrated with existing information systems and databases, as well as
Internet, SMS, WAP and other services.
Solution comes
with a complete statistics module, which shows the usage
of the service and complete callers list with caller's
phone number, length of the call and all other information.
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In a lot of times, the deployment of automated customer service in addition
to live customer service has improved effectiveness from day one. Read
the case study of United Magazines...
In most of the time and for most of the companies, the payoff time
for Mobi automated customer service solution is under 6 months.
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Contact:
Rain Rannu, +372 52 81 576, rain.rannu(ä)mobisolutions.com
Veiko Raime, +372 52 71 030, veiko.raime(ä)mobisolutions.com
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