How to make it easy for callers to share alphanumeric information using the phone channel?
Guide callers visually on their smartphones and reduce customer effort.
Skand Bhargava, Practice Director
This global technology company which offers both software and hardware for organizations and end users sought to enable a new and innovative self-servicing option for product activation to simplify the user experience and more effectively manage the load of activation requests. The results of enabling the self-servicing option are impressive.
Customers and businesses that purchase new software have numerous ways of activating their product or service. Many customers prefer to call and activate products.
Mobile callers are offered the option to use their smartphone for a faster experience. Those who opt in receive a text message with a link to a micro interaction that steps them through the activation process and enables them to provide the required information without having to speak to a call center agent.
Certainly, callers always have the option of seeking live assistance and the ability to do so without having to repeat themselves.
Encouraged by the feedback from customers and the growth in digital adoption, the client team is continuing to eliminate other points of friction in the customer journey by leveraging computer vision to capture the product activation code.