Interactive Voice Response systems or IVR are the core of your contact center solution. They greet customers, collect caller intent and channel calls to the right department. But this isn’t all. You can use Outbound IVR or IVR blasts to proactively connect with your customers. This article tells you exactly how. WHAT ARE OUTBOUND IVR CAMPAIGNS? Outbound IVR Campaigns can be used to send automated but personalized messages to all your customers. You can use it to: Collect customer feedback at the end of a call. Conduct automated customer surveys. Remind customers about appointments, due dates, last dates, bill payments. Notify customers about promotional offers. or send them seasonal greetings. HOW CAN YOU PERSONALISE YOUR OUTBOUND IVR CAMPAIGNS? You can personalize your outbound IVR campaigns in much the same way as you personalize your mass emails. For example, if you are sending a due date reminder: You simply add a field for customer name, bill amount, due date. The IVR will collect this information via API integration with your CRM and send each customer a personalized reminder. WHAT FEATURES SHOULD YOU LOOK FOR IN AN OUTBOUND IVR PROVIDER? Same IVR provider for outbound and inbound IVR. Outbound IVRs are not standalone systems. The same IVR that you use for Inbound IVR can be used for your Outbound IVR campaigns. Personalization Options. It’s a cardinal rule: nobody, absolutely nobody, sends generic messages anymore. Personalizing with a name is absolutely essential. If you are sending a payment or subscription reminder, you may need to add details of your customer plans/program details and dues. It’s easy to add these fields to your IVR message. And your IVR will draw the data automatically from your database to send personalized messages. Deep Integration with CRM system. Whether you have Salesforce, Zoho, Zendesk or even a custom CRM solution —your IVR should easily be able to draw data from here. So ensure your provider can manage a deep and seamless integration. Flexibility and Complete control. When you get a new IVR solution, there is a catch. Every time you need to change the message, create new promotions or campaigns you need to contact (and pay) your IVR Provider to design it for you. This can be very limiting. Ozonetel offers an intuitive drag &drop IVR Designer that lets you create and change your campaign anytime you want. IVR is different from Robo-calling because it allows you to collect responses and personalize every call. Ozonetel has been providing inbound and outbound IVR solutions for over a decade. If you are curious to know how it works, do Contact us here for a demo.
Shopify lets your business set up an online store in minutes. Have you considered a helpdesk, a customer support center or sales channel for that store? You should. Because 61% of your visitors want to speak to someone before making a purchase.* To make this possible, you need to activate a voice + chat channel for them. You can do this easily in a matter of minutes, by linking to our readymade contact center solution. Just place our widget on your Shopify store, and when your visitors have a doubt, they can just click to speak to one of your staff. Here is how: Sign up for a KOOKOO Cloudagent account. Our team will give you your API Key and Phone Number. Go to your Shopify online store ->themes->(Action = Edit Code)->Layout->theme.liquid. The widget code will be as below. Place the API key and phone number given by our team within the code as shown: Ask your agents to login to your KOOKOO account and start receiving calls. That's it. Now your Shopify store visitors just click to speak with your agents. They can also chat with your agents instead of talking, as this is an omnichannel widget. What features does this support widget give you? Synchronized chat window. During conversations, it’s often easier to type things down instead of repeating them over the phone. For example, people prefer typing email ids rather than speaking them out. We understand this. That’s why you can open a chat window during any phone call. The customer can type out email ids, names, phone numbers, in this window while you’re still on the call. (Yes, ours is the only widget to allow this simultaneous call+chat). Plus, you can just switch to a chat mode if that’s what your customer prefers (if they’re shopping while in office for example!!) Better workforce distribution amongst your staff. Our ACD calculates how much time your staff spends on call/chat, and automatically sends calls to the staff member who has spent the least amount of time answering customer calls/chats. Complete CRM/Ticketing Integration. Our complete CRM integration ensures that tickets are automatically created against each phone call, notes get added into the CRM directly, and your recordings are neatly organized against your ticket numbers too. Advanced Analytics. Keep track of your agents with live monitoring. Along with regular updates of various metrics that measure your customer experience and agent performance. Complete Contact Center Support. The same platform supports your toll-free number, your outbound calls, and even lets you create outbound IVR campaigns.See a demo of the widget at https://getkookoo2.myshopify.com/ or contact us to get started. *Think with google researched 3,000 shoppers in the age group of 18 – 74 in Travel, Restaurant, Finance, Retail, Technology, Local Services and Auto sectors: https://www.thinkwithgoogle.com/consumer-insights/click-to-call/
Call listening not only helps train agents but also translates into customer satisfaction. How should you keep track of your customer support quality? Or the quality of your sales calls? The answer is simple: you listen. Sure, there are a lot of metrics that can help you figure out customer satisfaction and agent performance. But once you have the metrics, listening is how you begin improving those conversations. So what are the telephony tools that can help you? Your cloud contact center offers a lot of call monitoring and call listening tools and features. This article uncovers a few. What is call monitoring? Call monitoring involves listening in on a call between your contact center agents and customers/prospects to check the quality of the conversation. What’s the need for call monitoring? Call monitoring is one of the most potent quality assurance tools. It is almost like conducting a survey about how satisfied your customer is but doing it real-time instead of in retrospect. When you listen to an agent talking to your customer as it happens, you understand the customer’s experience and your agents convincing skills. Call monitoring serves several purposes: Analyze the real reason behind your metrics Your metrics such as AHT, FCR and CSAT can give you a good measure of call center performance. But to investigate what's behind the metrics, you need to use call monitoring and call listening tools. For example, If an agent’s AHT(Average Handle Time) is higher, you can investigate why the agent took longer to close a call. Figure when your metrics don't give you an accurate picture. Call monitoring can also tell when you need to be less rigid with your metrics. For example, a call that lasted longer than your AHT does not necessarily mean it wasn’t effective. It could mean the agent went the extra mile to resolve a customer’s query. Similarly, you may find an agent has deviated from the script only to ensure a customer is satisfied with the response or a solution. This way, call monitoring can also tell you when it is time for introspection. Better customer service: Whenever customer satisfaction scores are dropping, call monitoring lets you take instant steps to arrest the fall. Agent training: You can use recordings of well-handled and poorly-tackled calls as case studies when training contact center agents. You can also intervene during a call if you think it is not going in a positive direction and offer the agent constructive solutions. First call resolution: When an agent is aware that the call is being listened to, he or she will do their best to ensure the caller’s issue is resolved in the first call itself. This instills the kind of confidence in a customer that no paper warranty can. Timely intervention: When a manager is listening in on a call and notices that the agent is unable to solve a problem, he or she can intervene right then and advise the agent on what to do next. This saves [...]
Question: When is the best time to call your customer? Answer: When your customer wants you too! When speaking to the customer, timing matters. How do you ensure that your agents call customers at times that suit them? Are they still jotting appointment times down in a diary? Does your telephony solution let you schedule your outgoing calls in an organized manner? A call scheduler is an important tool to ensure: You call customers/prospects at times they prefer. You demonstrate reliability, by sticking to your promise of calling back at a specific time. How to schedule your sales calls? During Lead Generation When someone fills out a lead form on your website, it's very very valuable. It has probably taken you significant marketing efforts to get them to sign up. Don't squander it all away by calling them when they’re bang in the middle of something else. Industry best practices suggest that you give a preferred callback time and date option on your lead form itself. I suggest giving two time slot options. You can integrate your form with your cloud telephony API and schedule the call to the specified time. During call conversation Sometimes, during phone conversations, your prospect/customer may ask your agent to schedule a follow-up call at a specified time & date. It is imperative that there is a process in place to ensure that the call back takes place at the agreed time and date. Businesses which are prompt, and keep their promise of a call back at a given time are naturally seen as more reliable and get better conversions from their prospects. Scheduling calls in your CRM If your agent has their CRM window open while speaking to the customer, they can use their CRM + telephony integration to schedule calls directly into their contact center software/ telephony solution. Scheduling retries using an auto dialer You autodialer may be set to dial a long list of contacts. What happens to the leads who don't answer in the first try? You need to reschedule these calls. Preferably, this should be automated. These are the different rules you can use to retry the call: Immediately. When a call goes unanswered, the auto-dialer redials immediately. After all primary data has been dialed. When all the contacts in the list have been dialed, the auto dialer will go back and systematically call the unanswered calls. After a specified time. You can set a specific time range for callbacks. For example, you can arrange a call back 2 hours or 4 hours after the call first went unanswered. The next day. Sometimes it's worthwhile to try the same number on a different day of the week. Set your auto dialer to retry the number the next day, and see if it improves your chances. KOOKOO has built-in advanced engine rules that help you experiment and find the time and date that suits your particular dataset/industry/prospect personna. Scheduling as per call history. If your prospect has a call history with [...]
The world knows about the existence of cloud-based virtual phone systems, yet a number of businesses haven’t unleashed its benefits.? What is holding them back? This article aims to fill up the information gap. After reading this article, you should have a clear understanding of virtual telephony and its advantages. You will also get guidelines for choosing the right one for your business. So, what is a Virtual Phone System? Let’s get familiar! A virtual phone system is a cloud-based phone system rooted on the internet. When a caller reaches your toll-free number or business number, calls are routed forward to pre-set telephone numbers, chosen by the client: fixed, mobile or VoIP. The agents will accordingly receive calls on a computer(softphone), landline (hard phone) or mobile device. An agent can make/receive calls on the internet browser. Or the virtual number can work as a gateway between traditional calls (PSTN) and VOIP. Since the actual phone could be located anywhere, a virtual phone system enables remote working. This system can use VOIP Calling to enable long distance calls without incurring long distance charges. What are the advantages of Virtual Telephony? Business VoIP is growing in use worldwide. While the technology has countless advantages, some are listed below: Cheaper, easier setup: With virtual telephony, you don't need any expensive hardware or software to set up. You don't need any of the infrastructure, switchboards, chips, and cables of legacy contact centers. Just a set of headphones and a working internet browser or softphone for your employees. You save on a lot of capital expenditure right there. Plus there are no maintenance costs either. Mobility: You don’t have to be next to your desk phone to make calls on a cloud-based phone system. Virtual Telephony allows you/your staff to work anywhere with a working Internet connection. Your staff can work from home, on the go, or as full-time remote employees. There’s no need to wait at your desk for that important phone call or fax-- Calls can be routed to your mobile phone. Control: Your virtual phone system captures all call details. So you know when your agents are logged in, who they spoke to, and for how long. You have access to all your call recordings plus a large number of performance and queue reports. Integrations: Legacy contact center systems have architecture limitations which don’t allow them to open up APIs for third-party applications. Virtual phone systems, on the other hand, often have open platforms that can easily integrate with any third party applications. This could be your CRM, your ticketing platform or a social media integration. So you can: Send text messages pre or post your call. Integrate your telephony and email into a single support center Integrate your telephony with Zoho, Zendesk, Freshdesk, Salesforce or any other CRM or ticketing software. This saves agent time and customer experience in multiple ways. (learn more) Integrate your telephony system with WhatsApp, facebook messenger or other social media platforms, so customers and prospects can contact you in multiple [...]