Automated Customer Communication Solutions the 'Perfect Choice': Varolii

By Raja Singh Chaudhary

TMCnet Contributor

 

In today’s competitive age, it is vital for enterprises the world over to be able to address the queries and issues of their customers satisfactorily, and this is where the contact center comes into play. Still, the enterprises find it an expensive preposition to process the huge number of inbound calls, for it takes anything ranging from $8 to $25 to process a single inbound call. Also, deploying human agents for processing all the calls can’t still be regarded to be a much better solution as the agent could be engaged to undertake some more complex issue if the ordinary call handling process could be automated.

 

Addressing these problems, Varolii, a provider of on-demand communication software and services that enable organizations to effectively reach and interact with their customers and employees, has issued a new white paper, in which it proposes the automated customer communication solutions to be the perfect choice for the enterprises to tackle all the issues mentioned above. The white paper states these scalable solutions are different from the regular Interactive Voice Response or ‘IVR’ systems, and can be customized with individual customer information to offer the customers a personalized experience.

 

The automated customer communication solutions offered by Varolii create a personalized script for each customer including his name and address, to give him a more customized feel. Further, the voice used within the system is generated by digitally recorded and edited professional voice talent, and the text to speech conversion is minimized so that the customers get a natural and human experience while listening to the audio.

 

The crystal clear voice, customization and interactive features add to the customer satisfaction, which becomes evident by the results of a survey organized by Varolii in which 85 percent of the customers contacted responded “Yes” when asked whether they would like to be contacted by the automated customer communication service again. Not only this, 95 percent of the customers said they didn’t need to contact the company with further questions after receiving an automated call.

 

To have a better idea of how the automated customer communication solutions can be helpful for your enterprise, you can access the white paper “Cost Effective Contact Center Communications: Improve Operational Efficiency, Reduce Inbound Calls, Build Customer Satisfaction”. Apart from the points mentioned above, it also sheds light upon various issues such as the role of automated communication solutions in enhancing the way the enterprises interact with their customers including the reduction in inbound calls, better productivity of resources, clear indication of customer acceptance, significantly reduced costs and improved customer experience.