iPresso CareLine

Integrated solution for support and customer service with Customer Journey automation

What does iPresso CareLine consist of?

keyboard_arrow_right iPresso Enterprise - an tioindustry-customized Marketing Automation platform

keyboard_arrow_right Care Line Support View - a special application intended for customer service professionals, with a 360-degree customer view and interaction timeline; it can also comprise some features of integrated tools (e.g. contact recognition by the calling number identification)

keyboard_arrow_right Integrated solutions - Call Center, CRM, Live Chat. Usually integrated via iPresso API with our support or ready-to-use as one of default integrations

Capabilities

keyboard_arrow_right Carrying out integrated communication with customers

keyboard_arrow_right Recording complete Customer Journey

keyboard_arrow_right Special customer view for consultants who support customers

keyboard_arrow_right Integration of email, SMS, www, mobile, live chat, messenger, mobile, call center channels

keyboard_arrow_right Automated scenarios with personalized communication

keyboard_arrow_right Automatic detection of particular activities and traits to trigger contact

keyboard_arrow_right Automatic management of debt collection and retention processes

keyboard_arrow_right Behavior analysis

keyboard_arrow_right Advanced segmentation

keyboard_arrow_right Operation on large data volumes, databases of customers and service workers

keyboard_arrow_right Establishing relationships, e.g. employee - company, mother - child, user - device, student - department - university

keyboard_arrow_right Integration of data from various sources

keyboard_arrow_right Testing multiple communication versions and schemes with the capability of using control groups

Benefits

keyboard_arrow_right Improved customer service

keyboard_arrow_right Lower costs because of no need to use and maintain multiple non-integrated tools and systems

keyboard_arrow_right Automated reporting of data from various sources

keyboard_arrow_right Real-time process control

keyboard_arrow_right Automation of business and communication processes

keyboard_arrow_right Coherence of processes of communication design, testing, scenario operation

Case study

BabyOat, a company that produces porridge for infants, had been conducting communications with its customers via a call center for several months. That's how questions and complaints about products were managed. The company saw a major increase in the sale of porridge in brick-and-mortar stores during the last quarter of the year, which also led to the increase in the number of phone calls from customers. The priority of the company is to provide the highest possible quality of customer service by collecting and leveraging key customer data.

A situation had happened frequently in which the call center department didn't have enough information to give a quick and effective response to the customer. In other words, the calling customer had represented some kind of mystery for the customer service employees until they filled a contact form. However, even this didn't ensure that the customer would be informed in a timely manner about the progress made in dealing with his request.

Customers often called to make complaints about products that were sold to them despite the fact that the expiration date had passed. A consultant would accept a complaint and note the information about the store in which the product was bought. Some contact information was also collected to ensure that the customer would be sent an email with a code that would allow him to get a substitute product from the store free of charge. Additionally, the customer would receive a package of products provided by the company as a way of apologizing for the situation. However, there was only one email sent right after the phone conversation. The company didn't know whether the customer collected the substitute product from the store and what his after-sale experience was.

That's why BabyOat decided to integrate its call center with iPresso. Data about particular customers are used to ensure that any consultant has access to history of previous cases, purchase preferences, age of children, redeemed codes, etc. Let's assume that the company receives another complaint about an expired product. During a phone call, the customer provides his email address. A consultant is shown a specially designed form with a set of information about profile of the customer and the history of communications with him. After the conversation, the consultant launches an automated scenario.

Through the actions performed within the scenario, the customer receives an email with a special code that will allow him to get a free package of products in a store. Moreover, 7 days after the email is sent, the system checks whether the package was collected. If it wasn't collected, the customer is called by an employee of customer service who wants to check if the customer is satisfied with the way in which the problem was solved. Additionally, after the conversation, they receive a thank-you email with a 10% discount on the next purchase. Such a message may also contain a customer satisfaction survey.

Process automation translates directly into cost optimization and guarantees the highest possible quality of customer service.

The range of actions performed within the careline automation is very wide - communications may be sent both to consultants and customers as popups, emails, text messages, web push notifications, etc. The crucial thing here is to deliver as much information to the consultant as necessary, and to make sure that the customer is satisfied with the quality of the service.