Delivering Multi-channel Communications

Back in 2004, voice driven menus on IVR were cutting edge, but today consumers and enterprise users are now…

more used to talking to each other on social media or OTT messaging – such as iMessage, WhatsApp and Facebook Messenger – usually on their mobile device.

And with so many messaging options in play consumers are forcing the pace, dictating which companies they chose to transact with, based on how easy they are to be contacted through their preferred messaging channel, say for Customer Services,. now a real area of differentiation for any company.

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To be ready to hear them you need a technology partner that can make this happen. InverOak can offer you and your customers the full range of two way channels – from voice, video 1-2-1, to SMS, to web chat all through its new multi-channel interface – as well as opening up communications on Facebook Messenger, WhatsApp, Twitter and so on.

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Inveroak – a tailored approach to meet your needs

Our system solutions focus is on fixing all business needs rather than just one of them.

InverOak, with its wide experience gained over different communication channels, is also well placed to advise on what is the best strategy to meet your objectives when dealing with customers and delivering customer services.

So, with its modular approach, InverOak can advise on how to link outbound comms via, say, SMS, with branded landing pages, that could then offer a range of payment options, as well as the ability to chat to Customer Services over a range of messaging channels.

How it works

Delivering multi channel communications diagram

Above: Integrating our MC messaging solution with our payment Gateway, if required.

Is this solution right for you? Read below to find out

Features

It is a Cloud-based solution, so is remotely hosted with no on premise expensive set up
Allows for scalability, security and is easier to manage.
Single agent interface to manage multiple communication channels
Ability to manage multiple conversations, across several channels, with one or more agents
Add automation through Bots, say for processing the initial verification of new customers
Ability to re-direct enquiries within an operator team
Full, close to real time reporting in platform
Add the ability to charge for the advice using InverOak’s integrated Merchant Payment Gateway – see Solutions guide for Multi-Channel Payments.

Benefits

With all this in place, the technology will:

Provide a better customer experience to end customers
Customer can interact on their channel of choice
Reduce agent handling costs through better operator utilisation across multiple channels
Be able to add Payments (wallet based) for content provided through messaging
Help you keep up to date, easily integrating new social channels used by your customers

View our solutions

Testimonials

We were looking to implement solution to as to how to maximise fundraising income from audiences at our ‘Live at Chelsea’ concert series. Traditionally income would be generated through bucket collections but this year that was no longer an option so we need to find a solution quickly.

Supported Giving quickly set up a ‘text to give’ number and QR based mobile site to receive donations, working with our internal team throughout the lead up period and during the concerts. They were always available and I am delighted to say against our initial expectations income generated actually exceeded previous years bucket collections. The data collected offers us the opportunity for a conversion rate to yield additional life time value. I have no hesitation in recommending Supported Giving.

Allan McLaren, Head of Corporate and Fundraising, Royal Hospital Chelsea

Greenhouse Stores are the leading online retailer of greenhouses in the UK – we have been working with InverOak for 5 1/2 years. As a company they are incredibly flexible, providing a seamless secure payment solution for our online and telephone trading. They handle the PCI compliance and data protection rules, so that we can focus on building our business.

We are able to access order information remotely via their online CRM portal – allowing us to assist our own customers instantly, even when out of the office. The InverOak team are enthusiastic and proactive – building integrated services to meet our requirements whilst responding to our requests promptly and efficiently. Choosing to work with InverOak was a great decision for our company, saving us both time and money.

Chris Mossom, Owner, Greenhouse Stores

Michele Knight commented “InverOak are one of the best in their field. Since starting with InverOak my turnover has increased literally tenfold. I owe much of my success to Roger Bigwood and his excellent, innovative team.

They have zero competition in this industry as they are always creating new features and lead the pack in all areas. I have no hesitation in recommending them to anyone. Not only are they brilliant they are also charming, patient and always available if you have a problem”.

Michele Knight, Owner, micheleknight.com

Quality Telecom is an established provider of telecoms and digital solutions to companies in Spain. We then had a specific customer service solution requirement for a major travel company, using 0800 and call routing through IVR to our SIP gateway in Spain, which we needed to get up and running quickly for the UK market.

Supported Business responded quickly to our needs and had the solution tested, up and running in days. We are happy to count them as our partners and first point of contact if we need any telecoms or digital solutions, in the UK.

Tony Esturrica, Sales Manager, Quality Telecom