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How to get More Value out of Customer Interactions by Blending Online with Voice

Stefan Hopmann, Innovations Program Manager, Swisscom

Date: Friday, October 30

Time: 4:20 - 4:35 PM

Location: Transformatorhuis

Voice calls are not isolated events anymore, but may become multichannel contacts, enriched with online information exchange.

This is about integrating Voice Calls with online activities, to increase customer satisfaction and call efficiency.

Voice Calls are for many businesses and commercial consumer relationships indispensable to

  • help product inquiries
  • solve customer problems
  • Support and influence customers buying decisions

Increasing the efficiency and cost effectiveness of voice calls (though IVR, Routing, Outsoucing etc.) may scour negative side effects on the customer experience and ultimately on the company image and customer service ratings.

However, new mobile phone capabilities open up opportunities to establish an ongoing digital customer relationship, with occasional voice contacts as an addition. Customers may enter and receive information through such applications or mobile web sites prior or during a call, thus saving the time spent within the call on

  • customer identification
  • identification of type of inquiry, subject matter area
  • problem identification (symptoms, solutions already tried)

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