3 Tips to Shine During ESCDA Mystery Visits

You surely already have an IVR to welcome your customers over the phone. It's well-known, it’s their preferred channel!

The problem is that you can’t take everyone on the phone to repeat things that you have written in black and white on your digital spaces; to reassure Ms. Mystery who lost her password or Mr. Mystery who wants to know if his package will arrive in time for Mrs. Mystery's birthday.

In short, by digitizing calls, you avoid long waiting lines for your customers on the phone and you free up advisors from these calls that don’t necessarily require their intervention. You increase the number of visits on your client spaces, and make your investments in digital pay off!

Thanks to a web link sent by SMS to their mobile, the customer is immediately switched to a digital space.This is what we call Visual IVR.

Here comes our second tip :

Whether your customer lands on your contact pages from voice or any other channel (email, chat, messenger, WhatsApp), they should be welcomed and guided to the service they are looking for without wasting their time. Moreover, your time is also precious, which works out well ! To do this, take charge of the customer immediately and clearly indicate where the right reception point is, the one where they will quickly and easily find the right answer to their question.

For this, we have just one more piece of advice to give you :

What's that ?

An omnichannel orchestrator allows you to capture your contact flows (voice, mail, chat, messaging, etc.) at the source, to qualify the contact's intention, and to route it, depending on the need and your availability, to a journey where they will be properly welcomed. This customer guidance can be done in two ways;

• either in natural language, in the form of a chatbot,
• or, in a suggested journey where the customer is guided step by step.

In any case, the omnichannel orchestrator will take your customer without error to the right desk based on their customer profile, their request, your opening hours, the availability of advisors on synchronous channels, etc.

So? Ready to face surprise visitors? It's your turn to play!

And don't hesitate to contact us, we would be delighted to assist you!