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Deflecting voice calls to chat: best of both worlds

Interactive Voice Response (IVR) systems have been around for a long time and are commonly used by businesses to handle large volumes of incoming calls.

However, they can be frustrating for customers who have to navigate a complex menu system before they can speak to a live agent. This is where IVR deflection to SMS or WhatsApp comes in. Here are three key benefits of using IVR deflection to SMS or WhatsApp.

Integrate conversational messaging into your CRM or ATS application

Integrating conversational messaging into your CRM or ATS applications is easier said than done. While sending out SMS campaigns can seem simple at first, actually starting a conversation is another matter entirely!

Customer interactions before and after a visit to your shop

Discover how to setup a conversational messaging in retail or e-commerce with #interact

The shopping experience doesn’t start or end at the doors of your store anymore. Your customers are online 24/7. They expect a consistent experience in any contact with your physical store, web shop, after-sales service and more. On top of that, for many shops, being reachable on the phone is already a challenge, as shop employees are attending in-store customers.

Support ‘the right to disconnect’ while serving your customers and strengthening your employer brand

Companies want to protect their employees from burnout situations, but they also want to serve their customers in the best possible way. Find out how FlexIO voicemail can help you achieve this, while even strengthening your commercial and employer brand!

Proximus FlexIO Voicemail is a highly visible way of showing that you care about both your customers and employees:

NextGen Voicemail takes care of your callers when you can’t

FlexIO Voicemail takes care of your callers when you can’t

NextGen Voicemail takes care of your callers when you can’t, offers a better user experience, true convergence, and additional business insights and value.

Did you know that on average, 20 to 60% of incoming calls are unanswered?When your customers know the direct numbers (fix or mobile) of your employees, their voicemail becomes part of their customer journey.

While every call represents a chance to capture a commercial opportunity or unsolved problem, standard voicemail systems are considered a burden for the users, an annoyance for callers, and a blind spot in your customer interactions.