Key Highlights

  • How Enterprise Voice can truly complement an enterprise’s overall communications challenges.
  • Need for enterprises to focus on customer engagement activities through multilingual services and a personal touch
  • Some instances of how voice services can complement your current services and existing channels of communication.
  • End thoughts.

The Covid-19 pandemic has truly tested the customer-care services of enterprises. The drastic surge in the need for customer-service teams to work round the clock has led some enterprises to doubt reliability, efficiency, and quality service. Customer support is one of the highest hit departments during the pandemic. Consumer needs and behaviour have changed and time is of utmost importance.

Due to high volume of calls, there are a lot of uncertainties that the customer has to battle. Challenges like long wait time, incorrect agent transfers, and call prioritisation are now common. An agent’s query-handling efficiency leads to customers abandoning the calls and customer dissatisfaction.

Both contact centers, as well as enterprise voice, caters to gain importance in providing an omnichannel experience. Contact centers are capable of handling a wide variety of communication. It provides technical support via an in-app chat or video but the infrastructure cost is much higher than enterprise voice solutions. Where the enterprise voice solutions can integrate with APIs that help to streamline the development. One of the biggest challenges customers face is long waiting time to get answers to their queries, but with enterprise voice solution IVR all the basic queries can be solved by a pre-recorded informative/ voicebot which has the capability to answer customer queries with few keypresses. If a customer wishes to have further conversation then there’s always an option to press a key to talk with a live agent. This will result in cost saving, more productivity as only high-end queries will be solved by a live agent and will require minimum infrastructure where a platform can be integrated with CRM.

As customers try to communicate with businesses, chances are that they want to communicate in more than one language. Multilingual communication leads to culture comprehension and is considered to be an efficient way to conduct business. Multilingualism becomes essential when enterprises want to expand their business globally or reach domestic/rural markets. Voice campaigns have to be in the local language to target each region. The customer is more likely to purchase products from a salesperson who speaks in the regional language as the familiarity and comfort factor increases.

Here are some instances of how voice services can complement your current services and existing channels of communication.

Enterprise voice products such as IVR, missed call, outbound dialer, click2call play an essential role in preliminary customer engagement. These products deliver a range of powerful benefits to both customers and enterprises. These benefits include instant voice connectivity with robust call control that minimise operational costs and improves cross-channel communications for your apps/services.

Customised IVR and Outbound Dialer that promote exciting offers and for feedback/surveys:

A leading e-commerce company collaborated with Route Mobile to enrich its customer communications using customised Interactive Virtual Response (IVR) and outbound dialer. The client wanted a mix of both the communication tools to ensure that it’s integrated with analytics for sales review. When new promotional offers are announced, OBD calls are sent to their target customers to engage with them on their purchase needs. The company reaps a boost in their sales and captures data that shows the sales statistics. Multilingual IVR was also deployed based on user preferences to resolve any query or feedback to complement the OBD service.

Voice OTP as a failover mechanism to increase operational efficiency:

Here’s another classic example of where Route Mobile collaborated with a real estate consultancy. The goal was to enrich its two-factor authentication by using voice OTP in case an SMS OTP is undelivered. It was imperative for the client to ensure that the critical messages are delivered to the end user on time. The OTP is prompted as recorded audio through a phone call that prevents copying. It is easy to deploy as it can be personalised with AI intelligent voice.

Cash-on-delivery confirmation via Missed Call:

Logistic companies and their delivery teams often need certainty about an order. This means, whether the order is confirmed by the customer, if it would be cancelled, or whether they are available at a specified time and whether the order is shipped at the right time. The logistics company collaborated with Route Mobile to get prompt confirmations via missed calls. Now, whenever the shipment of parcels is done via cash-on-delivery, they have to give missed calls on the specified number after it’s successfully delivered.

Payment reminders that leverage the recovery collection rates:

Late payment recoveries can be a tedious process. The largest financial service provider collaborated with Route Mobile to send payment reminders via inbound calls. Financial institutes are benefited by lowering the cost with increased payments rate. Agents can embed payment reminders links in WhatsApp Business Solutions, RCS Business Messaging, and Viber Business Messages.

Voice call reminders/updates at silent airports to notify passengers about the boarding gate/time:

One of the top five airlines in the world collaborated with Route Mobile to enrich its customer satisfaction using voice call reminders/updates. When the airports are silent and if there’s an emergency announcement or a need to update passengers about the changes in boarding gate/time they use the voice calls to send notifications.

IVR and call patching an easy alternative to manage the huge call volumes

Few of the banks have faced a very high call volume during the pandemic. At such times, an IVR solution can help fix this and enable banks to efficiently manage them. An IVR can answer to the most frequently asked and solve common queries that a customer can ask. It can easily solve queries like account information, investment portfolio updates and status, loan related questions like application, disbursement status, new pass book request, product information etc. If a customer needs further assistance, the IVR can connect the call to an agent via call patching feature to ensure customer satisfaction.

Click2call for businesses to provide a seamless experience to its customers:

The popularity of click 2 calls has increased in proportion with the adoption of mobile phones. It’s useful to implement click to call buttons on chatbot applications, websites, and applications. An online pharmacy used this service of Route Mobile to ease contact and provide a seamless experience to its customers. They can reach a larger audience and save time without the need to manually dial a new number each time. Customers can order medicines through a single call, book a lab test, get doctor consultation, and many more.

End Thoughts

As staff is increasingly working remotely, business continuity can be ensured and communications can be seamless using enterprise voice solutions. Along with messaging services, brands are now considering IVR calls, outbound calls, missed calls, click2call service as it complements the existing communication channels. The optimal use of enterprise voice and business organisation will ensure that these turbulent times don’t result in a customer loss.

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