IVR Solutions from GetABBY Change the Game.
What does every call center have in common? They’re really COST CENTERS. In order to eliminate costs associated with a call center, ABBY changes the way they operate... around the globe.
1.) Improving the Customer Experience
Traditional IVRs and agents often greet repeat customers like it’s their first time calling. And when the call is finished... the IVR remembers nothing. Using a conversational IVR system will not only improve the experience, but save the customer and the organization time.
2.) Call Deflection
All too often, the customer has a difficult time communicating with the agent or IVR. Agents not speaking in their native languages or not having enough multilingual agents for their culturally diverse customer base, so ABBY deflects calls with multilingual and mobile solutions.
3.) Cost Reduction and ROI
And there’s the traffic spikes where agents are swamped with calls or sitting there with nothing to do... but run up the meter. How often is one part of an organization doing one thing - and another part doing something different - and the iVR or Agent is not sophisticated enough to examine all the data before making a decision? So, ABBY reduces these costs and shows a rapid ROI.
ABBY knows no strangers... she’ll greet and interact with your customers conversationally... taking the information and storing it inside her built-in CRM. Anything from the customer’s name to what they are calling about to their travel destinations and more. Eventually, this information will be used to not only build a relationship for future calls, but proactively anticipate why the customer is calling... all for an improved customer experience.
Because ABBY can be implemented as a hosted or on-premise solution, she’s completely scalable. She interfaces (seamlessly) to everyones data - in real time - so eliminate that waiting for your latest balance or inventory information - because ABBY’s got it. No more overtime or over staffing. On the flip side, ABBY utilizes outbound campaigns to prequalify customers and keep the agents busy when it’s slow. Reducing wasted man hours and increasing revenue. And again... improving the customer experience.
As for the communication problems, say goodbye to “lost in translation.” ABBY speaks over 23 languages and has the ability to switch ‘on the fly.” No need to maintain an expensive assortment of multi-lingual or non-native speaking agents. ABBY also uses a built-it chat bot translation tool to make the communication seamless and deflect additional calls.
Every ABBY IVR solution also comes with a smart phone application that deflects calls by automatically answering questions 24/7 from anywhere in the word and pro-activley sending outbound notifications about reservation or appointment changes, statements and more... all by using the same central knowledge base as your ABBY IVR system. ABBY mobile also uses her built-in CRM to target mobile ads... direct and specific to each mobile user.
Now if an average call “cost” center is handling 10,000 calls a day and the avg. call is 3 min. long... your call center is spending around $12,000 per day (rates may vary). If ABBY handles 100% of the calls... she'll be reducing your costs by over 60%. And if you install ABBY chat to further deflect calls another 15% or 1,500 calls a day (with no telco fees), you’ll reduce your costs again. Then there’s ABBY mobile which will not only deflect calls, but increase revenue with automated, targeted upsells/cross-sells and advertising. On a minimum of 3,000 coupons a day averaging approx. $2,800 per day. And with an avgerage upsell or cross-sell averaging $8 a day and selling 20% of the time, that's generating another $4,800.
So, starting with a $12,000 cost center, ABBY has reduced costs with automation and deflection. Increased revenue with ads and utilized her built-in crm for upsells and cross-sells. Turning another call center from being a cost center into a profit center... with all the other benefits for free.
You need, to GetABBY.