Call deflection
Call deflection
Let your customers create their unique omnichannel journey.
Call deflection - what it is ?
Call deflection is a solution that enables the callers to switch seamlessly from phone calls to other digital channels such as chat, Q&A or anywhere other destinations.
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the applications of call deflection
Make your service available and accessable
By proposing alternatives such as chat, callback or Q&A, you can make your service easier to access for your callers and reduce customer efforts.
Manage call peaks
Call deflection could be a great option to equalise call peaks and caps. When you are receiving more calls than you can handle, you can propose your customers other options in stead of waiting for hours and losing all their patience.
Stay available
With call deflection, you may continue to provide your services even during closing hours. Instead of just telling your caller the service is closed and frustrate them, you may service them with Q&A or callbacks.
Simplify customer call journey
IVR is currently the most common solution for customer services to evaluate the call motivations. However, it could be a painful experience for your customers when there are too many options et levels in a IVR.
Qualify inbound calls
Instead of asking your customer to pronounce a 12-digit ID and spend minutes in IVR, you can simply let them enter le ID and choose the services within a visual interface.
And more possibilities
Call deflection could be used in many other different ways. Just keep in mind it gives your customer more options and always make them the once who decides where they would like to go.
Selfcare debt collection
Together with INO PAY, debt collection could become much easier for you and your customer. When customers call to pay for bills, you can propose them to pay by themselves within a web interface.
Questionnaire
with call deflection, you may send questionnaire to your callers on the mobile phone for various purposes: update customer information, satisfaction survey…
Easy to use for your customers
How does the call deflection work ? It's extremely user friendly for your customers.
When your customer calls, the system will analyse the number to see if it is a mobile number. If the caller is calling from mobile, the system will propose your caller whether to continue over the phone, or get redirected to a visual interface.
If the caller choose to be redirected, he/she will receive a SMS which lead them a web interface.
The caller can then continue to interact with you though the alternatives that you propose.
Why Call deflection ?
Our expert and dedicated teams are there to support you in the change and ensure a smooth transition to teleworking with a rapid and flexible deployment.
Improve customer experience
Less waiting time and more options, call deflection helps you to create great customer experience.
Optimise your ressources
Call deflection give your the alternatives to manage your call peaks and balance the workload for your team.
They tell it better than we do!
Amélie Beck
Saint Maclou Sales Administration ManagerDuring the lockdown, we wanted to stay close to our customers. To do this, we decided to equip our stores with INO CX to be able to answer telephone calls. INO was efficient and both advisors and customers were satisfied!
Véronique Guirao
Customer Relationship Manager of Stanley Security FranceWhen working from home, employees simply log in with their user account from home, and nothing changes for their use. Our managers, on the other hand, can monitor the activity of their teams thanks to real-time statistics.
Paola Fabiani
CEO of WisecomIt was important to have technically reliable and quickly deployable solutions to implement telecommuting the day after the lockdown was announced. We were able to meet this challenge thanks to strong partners, including INO.
Renaud Marrache
ISD of FramOur company was using an on-premise tool and it was impossible for us to switch to telecommuting. We therefore had to quickly switch to a reliable and secure web-based tool and we chose INO CX. We are happy with the result because after 1.5 days, the consultants could work normally from their confined space and we were able to handle the numerous customer calls while respecting our service quality objectives.
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