Proactive Customer Notification
Many corporations are turning to proactive customer notification applications (or proactive outbound contact applications) to more effectively communicate with their customers. Examples of customer communications that can be addressed through inbound and outbound IVR applications include:
- Welcome messages
- Order confirmation and fulfillment
- Educating and training about products and services
- Up-selling additional services
- Notifying subscribers when service problems are resolved
- Reminding customers of scheduled appointments
- Issuing past-due reminders
Traditionally, outbound customer communications have been handled by direct mail, billing inserts, or internal staff. Success rates were typically quite low. And since most companies didn't have dedicated staff members for this purpose, existing personnel are typically diverted from their usual tasks, leaving their departments understaffed. The Call Notify IVR Platform enables valuable employee resources to focus on mission-critical activities, generate higher customer satisfaction and improve customer loyalty.
SkyCreek has developed an extensive list of pre-built IVR outbound applications that are available today. Our outbound IVR notification applications can be bundled together to build a robust, comprehensive solution, or they can be deployed individually to address specific business needs. All of our outbound IVR software applications can be configured to transfer callees to care centers or other systems. Examples of SkyCreek's outbound voice applications include:
- Provisioning Outbound IVR Applications: Proactively calls customers when their service or feature is initiated or updated, to inform them that it is available for their use. Also can be used to educate customers on how to use their new service or feature.
- Maintenance Outbound Voice Applications: Contacts customers when the issue they reported has been resolved. Customers are given the opportunity to confirm that the problem has been addressed, or they can transfer to a customer service representative to reopen the ticket.
- Dispatch Services Outbound IVR Applications: Contacts customers prior to an on-site visit to confirm an appointment, reschedule the appointment, or cancel the appointment.
- Jeopardy Outbound Voice Applications: Integrates with the Jeopardy system to proactively notify customers that their appointment scheduled later that day has been delayed. Customers can opt to continue with the appointment at the adjusted time, reschedule their appointment, or cancel the appointment.
- Accounts Receivable Outbound IVR Applications: Contacts customers with past-due accounts, offering an opportunity to address their outstanding balance.
If you would to learn more about any of our proactive customer notification Voice Applications, outbound IVR solutions, or our Call Notify IVR Platform, click here.