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An influx of support requests can be difficult for any organisation to handle, often leading to lengthy call queues and disgruntled customers. Boomerang's instant messaging solutions for service desk support, allow an organisation to make different support channels available to customers, alleviating demand on call centres and prioritising support requests based on their urgency. Support requests are handled via pre-defined user journeys that serve to elicit the customer's specific problem, and where viable (for common or recurring support requests), provide a solution. Furthermore, urgent requests can be prioritised and passed directly to an agent. With customer retention such an important part of an organisation's existence, a solution delivering such customer quality assurance, is a real advantage.
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Define the customer journeys based on a series of questions and answers relating to different support topics
Build the customer journeys using Boomerang's Triage software
Publish the additional support channels to customers allowing them to engage via their preferred method (e.g. SMS, Voice)
Customers submit a support request to pre-defined Triage, receiving a series of questions based on the answers provided. Where required, customers can set an automated call-back or direct transfer to an agent.
Report for each individual customer engagement provided to the agent pool via email or CRM system. Agents communicate with the customer from their email client or CRM to resolve outstanding issues.
Working with Boomerang has provided our clients with a robust 2-way messaging solution which, when integrated with Oneserve’s service management solution, automates the communication with their customers and improves the efficiency of their service.
Adam Thompson
Chief Solution Officer, Oneserve
Because of the nature of our end-users, their communications skills and platforms are variable; we therefore, need to have a number of channels open to claimants. SMS is proving to be our most effective method of communication.
Ian Clarke
Operations Program Manager, Capita PIP
Boomerang gave the opportunity to rapidly evaluate participants’ responses to messages and respond quickly to messages that failed to provide value to participants. The latter aspect is of particular importance for actively engaging patients with their healthcare enterprise.
James S Khan
Chair of the UCSF Research Administration board
The Boomerang intelligent SMS communication solution allows restaurateurs to quickly communicate with its customers without human intervention; bookings are confirmed in an instant enabling owners and managers to see real-time reservation updates.
Mike Edworthy
Service & Sales Director
The only software that we could find in the market that uses unique open SMS technology to manage all database updates and subsequent actions automatically.
Stephen Edwards
EMEA Project Manager
