Outbound IVR and SMS
Deliver proactive, personalized and efficient outbound notifications with IVR and SMS.
Great customer relationships don’t just happen by accident. They are built on a foundation of solid communication by providing customers with the information they need, when they need it and even before they know they need it.
Proactive customer service, and targeted outbound notifications using IVR and SMS, are an inexpensive way to differentiate your business, build customer loyalty and generate more revenue. In contact centers, for example, automated order status updates can reduce the number of inbound calls to agents, freeing them to focus on more complex tasks. And when problems arise, proactive automated notifications can cut down on inbound calls and alleviate customer frustration. During off-peak times, outbound messages like appointment confirmations and bill payment reminders can optimize system capacity, while highly targeted opt-in offers can help increase sales. There are even strategies like new customer welcome messages and satisfaction surveys to help deepen the customer relationship.
Not a Predictive Dialer. Outbound IVR is more flexible than a predictive dialer, using speech recognition and DTMF to verify customer details, provide crucial information, and route calls back to a live agent only when more information is required. Entire transactions can be carried out without the use of an agent, which allows agents’ time to be better utilized with more complex interactions and reduces operating costs.
Relevant and Interactive. Customers want news they can use. Outbound IVR and SMS messages can be personalized at the individual or group level to ensure messages are relevant and useful. When done well, outbound lowers customer effort and delivers added value for improved brand loyalty. Interactivity also enhances the customer experience by providing the ability to act on messages, from confirming an appointment to making a payment to transferring to an agent for assistance when needed.
Fast and Reliable. For communications such as emergency alerts, outage notifications and updates, timing is everything. The right outbound IVR and SMS solution can push thousands of messages per minute, quickly and reliably. Many companies are also recognizing significant advantages with cloud hosting solutions that support large (even unpredictable) volume bursts without the expense of provisioning extra capacity and hardware.
The Power of Mobile. Providing personalized interactions using the customer’s channel of choice can increase customer satisfaction and automation adoption rates. Companies must think beyond voice when selecting an outbound solution, and choose one that supports outbound IVR and outbound SMS.
WHITEPAPERS & DOCS
The Ins and Outs of Outbound IVR
Outbound IVR and SMS offers companies the ability to provide proactive customer service, deliver important notifications, expedite collections and more. Explore the business case for outbound and the critical success factors you need to know about before getting started.
Maximizing Customer Value with Proactive Outbound Contact
This paper by Ovum analyst Keith Dawson takes a look at some of the new ways that proactive outbound can add value to your customer relationships. Keith shares how outbound notifications have evolved, data on customer preferences and best practices.
Leveraging Outbound IVR and SMS As a Competitive Advantage
Seven Critical Success Factors
Proactive customer service and targeted, personalized marketing using Outbound IVR and SMS is an inexpensive way to differentiate your business, build customer loyalty and generate more revenue. If you are ready to experience the advantages of proactive outbound communications, here are the seven critical success factors you need to understand first.