Let your customers create their unique omnichannel journey.
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.
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.
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.
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.
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.
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.
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.
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.
with call deflection, you may send questionnaire to your callers on the mobile phone for various purposes: update customer information, satisfaction survey…
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.
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.
Less waiting time and more options, call deflection helps you to create great customer experience.
Call deflection give your the alternatives to manage your call peaks and balance the workload for your team.
During 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!
When 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.
It 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.
Our 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.