Creating Customer Delight

While reaching out to customer care these days, it's common to go through a series of questions on IVR before one gets to talk to a person. Even then, if it's your follow-up call on an issue, you have to start with several digits of a request number. How about using some technology to ease customer's pain?

The IVR software should begin with checking if there is any past record of interaction from the particular telephone number. If not, present the user with normal set of options. If yes, it should directly connect the user to support staff simultaneously pulling up the concerned record on the display for support staff to refer to. What more, in eCommerce scenario most customers call up to find out their order details. Retailers can use this technology to give out order status before asking them if they want to talk to customer care.

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