It’s unpleasant for customers wasting their time on a queue of IVR. Reduce their frustration, proposing them to move on chat during the waiting message. If they accept, they will receive a text message with a link to the chat service, in order to be real time redirected on the service
Integration with IVR: Use Voice2Chat capability on top of your IVR or Voice Portal
Text Message: send messages to the device your prefer, and choose which text channel to use (sms, email, in APP notification)
Priority: prioritize the conversation
Improve customer satisfaction: Reducing the waste time, your customers will be happier of dealing with you
Better balance your agent workload: define which is the channel that you prefer to use and define when to push traditional voice or chat based on the kind of service needed
Eudata has proposed "ACT AS ONE" model which identifies the ability of digital interactions management with a single customer experience, delivering measurable results on different aspects of each contact. Using Eudata you will be able to define templates and workflows to manage inbound and outbound digital relationships with your customers, moreover any corporate group (customer care, branches or experts) can be made available online. Eudata also manages the digital self-service processes, thanks to its conversational platform which allows you to create chatbot perfectly integrated with the rest of the solutions.
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