Relationship based routing

Relationship based routing

Your business captures an immense amount of valuable information about your customers in Salesforce.com such as how they rank in terms of annual spend, what products and services have they purchased, which of your products or services are they currently considering. Is their credit account current? How often are they calling customer service and how long does it take you to solve their problems? The list goes on… Put this valuable data to work when you interact with your customers on the phone with Natterbox Relationship Based Routing.
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Relationship based routing

Route Calls

Route calls based on any information in Salesforce. Direct calls to different people, numbers or phones based on date and time. Make voicemail the last option and prioritise VIP customers and get their calls answered more rapidly. Keep your SLA’s intact and escalate customers who have experienced open tickets for too long Increase your accounts receivables and automatically route late payers to your accounts team before they hit support

Relationship based routing

Personalised Greetings

Play individual personalised greetings/messages to callers. Don’t put your customers to sleep with cliché messages! Give them relevant customised content. Show them you care, promote relevant products and services they don’t yet have. Show a little R. E. S. P. E. C. T. provide your customers with appropriate hold music and entertainment to suit their individual tastes and needs

Relationship based routing

Alerts

SMS and email alerts based on calls or call activity. Ever missed an important call? With Natterbox Voice Manager never miss a call again. Receive an alert via Mobile Text/SMS or email if your customer doesn’t leave a message. Did another sales person from your company call your customer or prospect? Natterbox can inform them it’s your account and SMS or email you if they proceed with the call. In danger of failing a call back SLA?, Natterbox can alert you via SMS or email before it happens

Relationship based routing

Call Blocking

Block unwanted calls with the ability to play an announcement.
Ensure your staff are maximising their productivity and restrict outbound calls if the number is not in Salesforce only allow personal calls during specific hours
Block calls to expensive premium service numbers.
Blacklist nuisance callers

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