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.
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.
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
Above: Integrating our MC messaging solution with our payment Gateway, if required.
Is this solution right for you? Read below to find out
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.
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