Deliver Great
Customer
Service
Through Call
Tracking
Personalize and guide caller experiences using Retreaver's interactive voice response and call routing features
Caller Experience
What are Caller Experiences?
Think of the last time you were on the phone trying to finalize a purchase. You've been on hold for some time, you've answered duplicate questions and restated your request to the sales agent on the other line, possibly even several times already that day if you were shopping around. The last thing you want is to spend more time on the phone - you want quick, personalized and effective service!
Providing great customer service starts with a well crafted caller experience - by personalizing engagements, communicating with callers and guiding their call towards the right agent or department - you can ensure that your customers will be satisfied with the level of expedited service.
Callers want personalized experiences that factor in all the information they have provided including their product interest or desired service, account number and any other details critical to a particular call engagement. A well thought out caller experience will remove any friction between the customer and the final sale.
Retreaver provides several features that will enhance your caller experiences; Our call data gathering and processing service is second to none, communicate with your callers through interactive voice response, and route calls to the best person or department suited to take their call using our context-based call routing system.
View our 7 Ways Call Tracking Helps Scale Your Business article to learn more about what call tracking can do for your customers.
How call tracking improves customer experiences through personalized service
Benefits of a well crafted call experience
- Gather and organize call data for each unique customer, then use it to accelerate sales tasks.
- Communicate with callers using IVR to ask additional questions or convey important instructions.
- Influence the routing decision of a call using our context-based call routing system.
- Route calls to the best available agent or department line that is suited to handle that customer.
- Create personalized engagements tailored to a customers specific needs and wants.
- Automatically forward or resolve common caller questions or concerns using IVR decision trees.
- Design efficient and consistent caller journeys using Retreaver's flexible call control systems.
How can you refine a Caller Experience?
The key to creating a professional caller experience is by utilizing valuable caller data. In order to personalize engagements or act on a particular call attribute, you will need to associate and attach that data to call using a concept of "Tags".
View our Tag Types & Operators guide to see all the available system tags that come out of the box with every call.
These tags can be used to construct descriptive caller profiles, personalize service, influence call routing decisions and strengthen your marketing analytics. Identify potential growth opportunities for your business by analyzing traffic sources or spotting common customer needs and wants - there is no limit to the amount of custom call attributes you can create or associate with a call.
View our How Consumer Insights are critical to your marketing success article to learn more about the value of consumer insights.
By knowing more about your customers and their desires, you will be better equipped to service their needs.
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Create a free account, get a $5 credit, and start your first campaign today! Follow our guide on "How to create your first call tracking campaign".
Learn About Call Tracking:
Tracking Tips
Core Components of a well designed Caller Experience
1. Tagging and Tracking actionable caller attributes:
Identify the context behind each call to deliver personalized service and reap the benefits of context based routing.
How To Add Data To Calls - Your calls contain valuable data, start using it!
2. Gathering data using Real Time Webpage Tracking:
Automatically track every prospect that visits your webpage and simultaneously tag the data towards any generated calls.
How Real Time Page Tracking Can Increase Your Customer Service Experience - Make data driven decisions.
3. Communicating with callers using Interactive voice responses:
Communicate and guide incoming callers through your call campaigns, use IVR to collect any last minute attributes.
What Are Prompts And How Are They Configured? - Effective caller communication is key.
4. Influencing a Call Flow using context based call routing:
Deliver an individualized call flow experience based on the information you've gathered about the callers intent.
Routing Settings: How To Manage Call Routing Paths For Campaigns - Route calls to where they need to go.
5. Performing rapid Follow up actions through webhook events:
Reconnect with missed callers or inform your team of any necessary follow up actions using webhook events.
How to ensure every call gets answered - A quick follow-up can be critical when finalizing a sale.
Popular Features for Caller Experience
Popular Integrations for Caller Experience
Caller Experience Resource List
Campaign Setup and
Launch
Data Handling and
Analytics
Common Questions and Innovative Support