Use Case

IVR Deflection to Lower Cost Channels

Why

Customers are tired of listening to your hold music. What if there was a way to direct your customers in real time to an alternate support channel that not only maintains your current level of customer satisfaction but improves it?

How

Enable your customers to reach an available representative via messaging on their mobile device and reduce phone queue wait times as well as true abandonment, both of which lead to decreased customer satisfaction.

What

IVR deflection to mobile messaging allows brands to manage customer inquiries with shorter wait times and higher customer satisfaction while also potentially reducing the staff required to manage these interactions over time.