Outbound IVR and SMS
Deliver proactive, personalized and efficient outbound notifications with IVR and SMS.
Great customer relationships don’t just happen by accident. They are built on a foundation of solid communication by providing customers with the information they need, when they need it and even before they know they need it.
Proactive customer service, and targeted outbound notifications using IVR and SMS, are an inexpensive way to differentiate your business, build customer loyalty and generate more revenue. In contact centers, for example, automated order status updates can reduce the number of inbound calls to agents, freeing them to focus on more complex tasks. And when problems arise, proactive automated notifications can cut down on inbound calls and alleviate customer frustration. During off-peak times, outbound messages like appointment confirmations and bill payment reminders can optimize system capacity, while highly targeted opt-in offers can help increase sales. There are even strategies like new customer welcome messages and satisfaction surveys to help deepen the customer relationship.
Not a Predictive Dialer. Outbound IVR is more flexible than a predictive dialer, using speech recognition and DTMF to verify customer details, provide crucial information, and route calls back to a live agent only when more information is required. Entire transactions can be carried out without the use of an agent, which allows agents’ time to be better utilized with more complex interactions and reduces operating costs.
Relevant and Interactive. Customers want news they can use. Outbound IVR and SMS messages can be personalized at the individual or group level to ensure messages are relevant and useful. When done well, outbound lowers customer effort and delivers added value for improved brand loyalty. Interactivity also enhances the customer experience by providing the ability to act on messages, from confirming an appointment to making a payment to transferring to an agent for assistance when needed.
Fast and Reliable. For communications such as emergency alerts, outage notifications and updates, timing is everything. The right outbound IVR and SMS solution can push thousands of messages per minute, quickly and reliably. Many companies are also recognizing significant advantages with cloud hosting solutions that support large (even unpredictable) volume bursts without the expense of provisioning extra capacity and hardware.
The Power of Mobile. Providing personalized interactions using the customer’s channel of choice can increase customer satisfaction and automation adoption rates. Companies must think beyond voice when selecting an outbound solution, and choose one that supports outbound IVR and outbound SMS.
Voxeo provides best-in-class solutions for interactive outbound communications with customers and partners. Contact us now or read more about Voxeo’s outbound solutions.
Outbound IVR and SMS Applications
- Announcements
- Payment Reminders
- Appointment Reminders and Confirmations
- Renewals and Upgrades
- Status Updates
- Product and Service Alerts
- New Customer Welcome Messages
- Employee Notifications
- Emergency Alerts and Updates
- Invitations
- Voting and Polling
- Surveys
- Targeted Opt-in Promotions
- Mobile Coupons