Consumers have rapidly embraced all forms of digital engagement through the internet, social networks, mobile web and Apps. Companies have invested heavily to provide customer care through these new channels, and implemented numerous initiatives to drive down the cost of servicing a live call. Yet the number of inbound customer care calls is on the rise, consumers are still frequently frustrated and dissatisfied with the quality of service, and the cost of serving these calls with a live operator remains stubbornly high.
Dial-Once was born to help organizations address these challenges. The Dial-Once visual interface natively includes both a Visual IVR and a Contact Hub. In order to save calls that can be handled via selfcare or with a more appropriate channel, Dial-Once has designed it to:
- qualify the need of the customer,
- promote the organization’s existing digital content when it is available, enabling selfcare,
- promote the most appropriate channel available.
The 3 main challenges for customer care
Avoid negative impact on your brand and on future revenue.
Callers do not want to interact with a slow IVR, struggle to get to the right agent, or bounce from one customer service rep (CSR) to another.
Accelerate your digital transformation plans
Despite implementing internet options, email support and/or chat, customers are still calling. This affects companies’ ability to acquire data through digital channels and implement agile, data-based iteration processes.
Reduce the cost to serve
Customer care calls are necessary for customer retention or account management, but serving these calls rarely has any revenue upside.
How our Services address these challenges
Dial-Once’s platform digitalizes inbound customer care calls, with a technology platform that turns a voice call into a digital session, regardless of the entry point. Whether a call originates from a mobile web session, via a mobile app or straight from a mobile phone, Dial-Once can replace the call with a digital interface displayed on the user’s smartphone. This addresses the three challenges identified above.
Gives the user a more innovative and rapid visual interface
thus avoiding unpopular IVR experience and offering additional call resolution options.
Transforms the call into a digital interaction
regardless of where the customer journey started, providing essential data and accelerating existing digital transformation efforts.
Qualifies calls before speaking to a CSR
leading to improvement in call center KPIs, and increasing the level of self-service, thus avoiding a live person call and its associated cost-to-serve.
Greater digital engagement with 80% of customers using the service
A lower cost-to-serve with self-service reaching 20%
Rapid customer feedback with NPS response rates reaching 55%