Phone orders may be the bulk of your business, or it may only be a small slice, but the customer experience in placing an order from your company is vital to obtaining and keeping new customers. Once a customer orders with your company the first time, they are much more likely to return for future orders, but only if the order process is simple, smooth, and responsive. For an effortless order process, the automated system must be able to handle high level conversations about your products, with knowledge of current inventory, comparable alternatives, and higher margin substitutes. Surprisingly, a competent voice self-service platform can often actually upsell and cross-sell more effectively than a live agent. It should also be noted, however, that instances which require “selling” and “persuasion” should still be handled by a live operator – for now.