IntelePeer reposted this
Allowing all your customer interactions to go through a single path, i.e. a portal, is not a sound strategy. If that portal goes down, like we saw last week, you lose your only link to your customers and the outside world. When that portal is down, the consumer is forced to physically call into an overburdened contact center, creating long and frustrating hold times for those fortunate enough to get through. To avoid this, it’s imperative that companies have an independent and redundant alternative for self-service. Yes, redundancy requires an investment, but this is a fraction of the cost and pain of an outage. If the redundant system is well planned, it can create significant efficiencies - a case in point IntelePeer’s SmartAgent solution that creates an automated voice self-serve path independent of company portals. Moreover, proactive SMS notifications provide customers with critical status updates and inform them of how best to contact the business. Ultimately, it’s incumbent upon every CIO to consider a highly reliable and scalable secondary customer interaction and self-serve automation path. IntelePeer’s automation on top of voice and SMS networks gives users a more reliable foundation that’s independent of portals and mobile apps. More information on our platform can be found here: https://lnkd.in/eXkZib4d
Al Khan
2mo
Frank - couldn't agree more about the criticality of redundant customer interaction channels. In financial services and e-commerce industries for ex, customer expectations are soaring For regional banks, the consequences of a portal outage not only disrupts services like account inquiries, transfers, and bill payments, but it also erodes customer confidence and creates a huge reputational risk. Totally onboard with the likes of a redundant system like Intelepeer's Smartflows, with its automated voice self-service path that you mention.... even smaller regional banks operate in geographically dispersed areas, a voice-based system can provide consistent service to customers who have interrupted internet access For e-commerce companies, downtime translates directly to lost revenue. Period. A redundant system is a must for maintaining customer trust and loyalty. For online retailers, offering multiple channels for customer support, including voice as per Smartflows is incredibly helpful. It allows customers to fix issues quickly and without the hassle of long wait times voice-based interactions also provide valuable customer insights. Leading to improved product offerings, trends; by analyzing customer queries and preferences
Yess, Frank Fawzi. Giving users the main thing - good support even under the worst conditions. I like the way you used AI here. 👏
Product and Program Management
2moFully agree Frank Fawzi - In addition to your points on serving customers, this also applies to critical employee communications. Both with the Southwest meltdown and the challenges over the weekend, one of the key problems airlines faced were crew rescheduling and communications. When doing BCP, companies shouldnt forget that aspect as well.