DIGITAL QUEUE
100% handled calls for inbound call centres
Behavioural science and data analytics prevent abandonment through optimised IVR scripts and capacity-based scheduled call-backs
ALTERNATIVES TO CALL ABANDONMENT
Software for inbound calling
After the ideal wait time, the digital queue with an optimised IVR script offers callers alternatives to abandoning the call and calling back.
“In the pilot phase alone, we were already able to increase calls handled by more than a third.”
Martin Siessegger
Stadtsparkasse Düsseldorf
Our digital queue offers you an optimised IVR script. Through A/B testing, we have accurately identified the influence of voice, greeting, wording and various call-back options and created a script that statistically results in the fewest abandoned calls.
Callers can schedule call-backs that are precise to the minute at the time of their choosing. The appointments offered are automatically adapted to the size of your team and determined individually. The software connects employees to customers automatically at the desired time. No employees need to be reserved.
Callers hang up and let the software wait for them. They are then called back at the next possible time based on your team’s capacity.
Giving the caller the option to wait in the queue helps to segment callers and avoid abandoned calls.
Management, customers and employees are all impressed!
Achieve up to
38
%
more handled calls
85
%
cost advantage
96
%
satisfaction
50
%
fewer abandoned calls
Simple integration with minimal effort
Integration requires just two man-days.
The software does not require an IT interface and works with every telephone system and ACD.
2
day integration
REDUCE SPONTANEOUS CALLS
Software for online scheduling
ServiceOcean prevents spontaneous calls in call centres through online scheduling and reduces call volume over the long term.
“Online scheduling is the hidden champion. 15% to 20% of scheduled call-backs are booked online.”
Torsten Grabendorff
Die Sparkasse Bremen AG
Offer scheduled call-backs online
When customers search online for the service hotline, they have the option to easily schedule an immediate call-back or a call-back at a later time via the website, app, newsletter or chatbot. At the scheduled time, the software connects an employee with the customer.
Synchronisation with the inbound software takes place in real time.
ServiceOcean provides its customers with the online form in their corporate design. The form can then be easily integrated via a link.
The result
ServiceOcean software digitalises customer service and creates an efficient customer journey which allows calls to be scheduled and planned.
Online scheduling is the perfect add-on for inbound calls.
SERVICEOCEAN PORTAL
Your KPIs at a glance
Benefit from meaningful KPIs. The Software Performance Calculator offers you a monthly overview of increases in handled calls and cost advantages.
SOFTWARE FOR INBOUND CALLING
Product features
A/B testing of IVR script
Optimised IVR scripts with behavioural science and A/B testing in the queue.
Win back abandoned calls
The software automatically calls back callers who abandon their calls. Repeat calls are reduced to a minimum.
Call reminders
Call reminders are sent to customers via e-mail or SMS, including rescheduling and cancellation functions.
No double-booking
Available slots are never double-booked.
Speech recognition
Intelligent speech recognition for callers and agents.
Satisfaction surveys
Customer satisfaction surveys (NPS) via phone, e-mail or SMS.
BECOME A SERVICE HERO
Contact form
Together, we transform
“service deserts” into oceans.
Svenja Raschka
Head of Sales
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