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Order Entry & Returns

Automating Detailed Processes and Inventory Management

Summary

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.

Challenges

– Automating process with specific jargon or language
– Upselling
– Presenting up-to-date inventory and product information
– Processing payments securely over the phone

Use Cases

A nutritional supplies company wanted to capture new and recurring orders from existing customers. IVA™ accepts new orders, makes changes to existing ones, and provides a rebuttal offer to customers cancelling their service – saving the sale.

An entertainment company was looking for a creative way to respond to order inquiries and lower transfer time. The solution built for them gathers information and creates a service ticket, which goes to a service agent who subsequently follows up with the customer.

An office supplies retailer needed a portal to accept calls regarding returns on purchases made by both consumers and enterprises. Our solution captures item information, supplies a mailing label via email, and confirms refunds with a high call completion rate.

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