Boomerang has developed an interactive, digital messaging solution to help contact centres drive down their operational costs and deliver a more consistent approach to the management of customer facing services. It can be deployed immediately, without the need for complex integration and offers a simple yet intuitive interface, allowing organisations to build custom triage workflows and automate the management of service requests.
The solution leverages the penetration and convenience of SMS. Customers can raise support requests or enquiries by text and are guided through an automated ‘Q&A’ process via SMS, which helps the organisation to pinpoint the nature of the request. If the enquiry cannot be addressed automatically using this process, an email report summarising the Q&A is submitted to the relevant department, enabling an agent to follow up armed with qualified information. The solution also utilises Boomerang’s Email-2-SMS capability, which allows an agent to interact with the customer via SMS, directly from their email client.
* no real-life actions will be taken with your responses to the message
Provides choice by offering an alternative channel of engagement
Offers convenience by allowing the customer to decide how and when they respond
Issues can be resolved or information provided to the customer without waiting in call queues or waiting for an email response
A record of information relating to the request is stored on the customer’s device for future reference to prevent recurring enquiries
The customer can be directed to an agent at any point within the process
Resolution times are reduced as the agent is prepared to deal with the request before contacting the customer
A consistent approach to the management of customer facing services
Substantial reduction in operating costs by alleviating demand on contact centre resources
Simple to deploy and no complex integration requirements
Ensure compliance with SLA response times
Reduction in issue resolution times as customer requests can be prioritised and agents are prepared before contacting the customer
Provides a 2-way communication tool for proactive customer engagement