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Inbound-Telefonie

In a typical queue, callers drop calls after an average of 60 seconds and call back an average of five times. Abandoned and repeat calls drag down KPIs and increase costs.

Prevent call abandonment

Imagine an amusement park: No one waiting in line for a roller coaster would give up their spot just to go back to the back of the line. Giving up your place in line just to start over is the worst decision for everyone involved. No one cuts the line for a roller coaster.

The digital queue provides callers with an optimized script while they wait, effectively preventing abandonment and repeat calls. Behavioral science and data analytics enable callers to choose better alternatives to abandonment.

Digital queue

ServiceOcean’s Digital Queue provides a modern alternative to traditional queuing in existing telephony and ACD systems.
After the optimal waiting time determined by ServiceOcean, service centers automatically transfer calls from the current queue to the digital queue.
No IT interface is required.

The digital queue offers callers innovative alternatives to abandoning calls and calling back through an optimised IVR script:

  1. The majority of callers will schedule timed callbacks that are precise to the minute.
    Available slots are automatically adjusted based on team size and calls are always placed on time.
  2. Other callers will choose the virtual queue and let the software do the waiting for them.
    They are then called back at the next possible time based on your team’s capacity.
  3. Some callers prefer to wait in the queue.
    These callers will be happy to choose this option, while the other alternatives effectively prevent abandoned and repeat calls.

AI in the digital queue

ServiceOcean AI schedules callback capacity in real time and adapts to circumstances such as outages, extended or shortened call times, or disasters in real time. The algorithm used takes into account relevant real-time KPIs.

  • Automatic planning of scheduled callback capacities
  • No manual intervention requires
  • The algorithm is data-driven

Behavioural science in customer service

The fastest path to the new world of service is a combination of behavioral science and data analytics. ServiceOcean has been working with renowned universities for years to analyze and optimize caller behavior in queues.

  • When exactly do callers drop calls and can digital queuing change this behavior?
  • How do voices, whole sentences, and individual words influence caller behavior?
  • When should callback options be offered, how many should you offer, and how quickly should the callback take place?

Data analytics in the queue

ServiceOcean professionally answers questions about caller behavior in the queue using statistical methods and multiple regression analysis. The company’s findings on optimal IVR scripts are then integrated into our data analysis with benchmarking:

  • What is the best IVR script for your queue and callers to prevent abandoned calls?
  • What are the common success factors of different customer service queues?
  • What are the differences between service centers, companies, industries, languages and countries? 

A/B testing in the queue

What do your callers really want to hear in the queue? Our fully automated A/B testing is at the heart of the Digital Queue and ensures that caller behavior is analyzed correctly. Digital Queuing distributes calls to different IVR scripts at one-second intervals while evaluating the caller behavior with the fewest abandoned calls:

  • Which IVR script guarantees the lowest number of abandoned calls in your service center?
  • What common boilerplate phrases should you avoid at all costs?
  • How much do optimized scripts in the queue increase the number of calls handled?

Win back abandoned calls

Even with optimized IVR scripts, some callers will abandon the call. It’s important to recapture these callers to prevent repeat calls. The Digital Queue identifies all abandoned callers, automatically calls them back, and offers them options to quickly connect with a customer service representative. Recover abandoned callers before they call again and reduce your overall call volume.

If a caller abandons a call and then calls back, what should you avoid? Repeating the same IVR script. The digital queue identifies repeat calls and offers the caller a personalized IVR script to connect them with a customer service agent as quickly as possible.

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Your KPIs at a glance

Benefit from meaningful metrics. The software performance calculator provides a monthly overview of the increase in calls handled and cost benefits.

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Together, we transform
“service deserts” into oceans.

Svenja Raschka
Head of Sales

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BECOME A SERVICE HERO

Contact form

Together, we transform
“service deserts” into oceans.

Svenja Raschka
Head of Sales

Bild Svenja Raschka im Kreis

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