
Voximplant plans 2022 Series C to support cloud communication platform, CEO says
New article about Voximplant by Deborah Balshem, Mergermarket
To avoid unwanted calls and make life easier for both your customers and call center employees, it is necessary to create well-thought-out scenarios for callbacks, because there is a fine line between persistence and intrusiveness.
Contact center operators or voice robots often have to call customers multiple times to finally talk to them, as they might be busy or unavailable. What should you do when calls come in at the wrong time for your clients? It's simple — you can implement the callback feature. Let's figure out how to do it the right way.
Callback is a feature that allows for making programmable calls following certain rules (or scenarios). Typically, the system dials customers’ numbers and, depending on what happens next (whether the call is answered or not), follows a certain scenario, or builds up a queue of calls, which is then distributed to contact center operators and voice bots.
When using automated callbacks, the main idea is to save your employees time and also make an offer that the customer cannot refuse. The customer callback system helps to increase productivity of contact center employees, as well as voice assistants that inform clients about special offers.
You also need to set up rules for repeating call attempts. Here are the questions you should consider:
The benefits that our customers achive by using callbacks include:
Callback feature is necessary and very useful for business. However, it is worth sticking to reasonable rules for redialing a number. Abusing this capability can annoy customers and be counter-productive. By implementing callbacks and voice bots, it is possible to reduce the workload of the contact center employees, as well as reach more customers to make personalized offers, since voice assistants have access to a CRM system, where all customer data is available. You will be able to offer your customers exactly what they need at the right time using automation. Callbacks make it possible not to waste time or effort of your employees, as well as the money you spend on each call.
We’ll be glad to tell you more about effective callback strategies for your business. Don’t hesitate to contact us if you have any questions!
New article about Voximplant by Deborah Balshem, Mergermarket
If you’re involved in evaluating cloud contact center services, you’ve likely recognized two distinct categories and a big difference in the amount of technical expertise required to implement them. You’re attracted to the ease of use offered by contact center as service (CCaaS) offerings, but their fixed functionality doesn’t fit your business needs. In contrast, a cloud contact center built on a communications platform as a service (CPaaS) offering provides unlimited flexibility, but requires expensive software development resources to build a complete solution.
Reaching out to a large customer base doesn't have to be overwhelming. Here are four ways you can launch more effective outbound call campaigns.
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