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Friday Feature: Using Unique Identifiers in Salesforce to Route Calls

This post is part of our Friday Feature series where we look at a part of the NewVoiceMedia platform that you might not be familiar with but we think you might find useful!

Regular readers on the blog will know that at NewVoiceMedia we are constantly challenging customers to think about the calls that they receive in a different way. Instead of just accepting them in the order they arrive and processing them once they are in your office, would you do something different if you knew who was on the call and what they wanted?

One of the questions we ask customers is if there are any unique identifiers that customers might have that could be used to route and prioritise calls.

  • Subscription Number
  • Quote Number
  • Invoice Number
  • Voucher Code
  • Asset Tag
  • Case Number

For many customers the answer will be yes and we’ll then ask if there are any trends within the calls that are received.

  • When does my subscription start?
  • Is my quote still valid?
  • Has my invoice been paid?
  • Can I still claim my voucher?
  • Where can I find help for this product?
  • What is the status of my Case?

You will notice that many of these questions are simple to answer with data that is held in your Salesforce system. These calls do not need to be queued to wait for one of your team to answer, they can be serviced directly.

If we look at the voucher example we might have a set of fields against the contact that show the status of the voucher as “Issued”. When your customer calls in he could be asked to enter a voucher code if he has one.

NewVoiceMedia dynamic routing in Salesforce

Use Salesforce data to service you callers.

NewVoiceMedia can then look at Salesforce and confirm that the voucher has been issued and play a message back to the caller to confirm this. Your customer could then have the option to hang up, or be transferred to a customer services representative for a further question.

What customers want is to get their answer as quickly as possible, and by using the information you already hold you can do this simply, whilst at the same time saving costs on the number of agents required to answer these simple calls.

Do you use any unique identifiers to answer simple questions before they get to your team? Would you prefer your team to answer these queries so you get to speak to your customers? We’d love to hear your thoughts in the comments section below.

For more information on how Salesforce and NewVoiceMedia work together to deliver better customer experience just visit the ContactWorld for Salesforce page on our website.

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