The Invisible IVR: How to Enhance Customer Experience with Invoca Data
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CIS panel on how to increase conversions and deliver a seamless customer journey.
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The Invisible IVR: How to Enhance Customer Experience with Invoca Data
- 2. The Invisible IVR. THOMPSON OGILVIE Onboarding Specialist MICHAEL SPADACCINI Director of Performance Analytics #InvocaSummit SHANNON STENGELE Technical Success Rep
- 3. ENHANCE EXPANDOPTIMIZE Personalize the Caller Experience. Increase Conversion Rates and Deliver a Seamless Customer Journey every digital interaction #InvocaSummit
- 4. Cancer Treatment Centers of America is a network of cancer hospitals who provides integrated cancer care the way you expect your mother provides care. • Hopeful • Compassionate • Caring • Empowering • Ethical • Responsive • Innovative • Team-Spirited You Chemo Surgery Disease Experts Diet Pain Mgmt Clinical Outcomes Clinica l Trials Genomi c Therapy
- 6. A SIMPLE IVR REDUCED SHORT CALLS BY 20% New customers are highly sensitive to initial messages. 0 5 10 15 20 25 30 Callers who did not receive a simple IVR Callers who received a simple IVR % of calls lasting 30 seconds or less #InvocaSummit
- 7. TYPES OF CALL ROUTING? RESPONSE ROUTING CAMPAIGN ROUTING CLICKSTREAM ROUTING SIGNAL ROUTING PREDICTIVE ROUTING SYSTEMCOMPLEXITY CUSTOMER CENTRIC Voice Prompts Configure Campaigns Measure Moments in the Customer Journey Classifying and Organizing Information Using Machine Learning to Route Customer Segments INVISIBLE CALL ROUTING #InvocaSummit
- 8. WHAT NEEDS TO BE IN PLACE? Advanced Invoca Tag Configuration Shared Commitment with Invoca Customer Success Website designed with clickstream in mind Data must be available before call is placed #InvocaSummit
- 9. ROUTING BY GEOGRAPHY Phone Number (NPA-NXX routing) 1st Party Data (Web Forms, Navigation, etc.) 3rd Party Data (IP Address Lookup, Audience data, etc.) Accuracy of Data #InvocaSummit
- 10. EMBED IVR INTO WEBSITE DESIGN Eliminate the need to ask a customer an unnecessary question through an IVR. Trim 10 – 30 seconds off of each call by getting the customer to the right person LOCATION Midwestern Regional Medical Center 2520 Elisha Ave. Zion, Illinois 60099 New Patients: (847) 872-4561 Existing Patients: (847) 379-5378 #InvocaSummit
- 11. CLICKSTREAM ROUTING Route to Uterine Cancer Specialist Online Visitors Website Call #InvocaSummit
- 12. USE INVOCA SIGNAL TO ROUTE CALLS RingPool Param: region = Midwest AND RingPool Param: cancer_list = Breast Cancer Tagged with Midwest Breast Cancer Specialist Signal Incoming Call Campaign IVR logic: If Midwest Breast Cancer Specialist THEN Call Routed to Midwest Breast Cancer Specialist Phone Number #InvocaSummit
- 13. ANOTHER OPTION FOR INVISIBLE ROUTING Incoming Call Invoca Prepares Call Realtime Routing Pings Client Server with data Client Posts Destination Number to Invoca Invoca Routes Call Realtime Routing allows for integration with existing call routing systems already in place #InvocaSummit
- 15. TAKE THE 4 QUESTION SESSION SURVEY #InvocaSummit
- 16. THANK YOU