An IVR usually connects the call with the customer and you can have a real time conversation with them, which is a great feature however the caller might not recall the tiny bits of the conversation. A follow- up SMS, with the important details, would be the perfect customer service you can offer the customer. This SMS reaches the customer right after they have disconnected the call, with details like complaint number or a link to the company website. The best part is that the SMS can be personalized so that it gives the customer a positive outlook of the company.
QKonnect has a built in SMS feature where customer is sent a message with details. This SMS is a personalized message and reaches the customer almost immediately after they disconnect the call with the agent. Your agents can also send reminder SMS from the QKonnect to the customer, from the system itself and these are automatic and do not need any manual intervention. For example if a customer has to service his car on a particular day, you can set the date for reminder and the system will send the customer a personalised reminder message.
Nobody would like to be on a call that lasts hours long. The customer would want their query answered quickly or they would prefer a fast service. Suppose a customer calls up a restaurant and wants the details of the menu. The IVR can be configured to provide him the entire menu however the call would be very long and the IVR would just get complex. Instead the IVR can be configured in such a way that the menu gets messaged to the caller and he can go through it comfortably as per his needs.
The SMS feature with the QKonnect builds a relationship with the customer and the business can cater to the various needs of the customer. For example a customer can be kept aware of all the offers that the company has to offer during different festivals and the company does not have to call the customers all time. Personalised messages with the details can be sent by which the customer is connected with the company.
This is a very cost effective option to build customer satisfaction as you would not have to invest much on sending a personalised message to the customer. Configuring this with the IVR also does not take much time and can be done in quickly. The rates per SMS are also very less making this feature a must have option as it adds more value to the service thereby boosting the business revenue.
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