Employees of a retail store must attend to both in-store customers as well as telephone callers, often causing difficulties managing both simultaneously.  How can a Powered By Speech TM   application be used to better attend to the needs of callers so focus can be given to in-store customers?

The Problem:

Employees of a retail store face a customer service dilemma whenever a telephone call interrupts a transaction with an in-store customer.  Who deserves the greater priority, the customer in front of them or the potential customer on the phone?  The in-store customer has been waiting patiently in line already and would be rightly annoyed by being further delayed while the checkout person handles a telephone caller. Perhaps this is remembered next time they decide where to shop.  On the other hand the caller doesn’t understand why they are placed on hold for a long period of time, and hangs up to call another store.  How can a Powered By Speech TM  application be used to better attend to the needs of callers so focus can be given to in-store customers?

The Solution:

Powered By Speech TM  solutions understand how to distinguish calls that are critical and require immediate attention from those that are routine inquiries and can independently answer many, if not all, of the most frequently asked questions.  Questions are posed and answered using natural speech, such as “What are store hours?” and “What is the store address?”   It can also manage more complex queries about merchandise availability and give information about sales and special offers. These capabilities not only help generate increased revenue, they also streamline communications, take the pressure of store employees, and reduce the amount work time needed to handle phone calls.  Callers get immediate answers to their questions, customers in the store get undivided attention from employees, and employees are no longer placed in the no win situation of trying to decide what customer gets to wait.