In an IVR experience, Contextual Callbacks are when a Customer can leave a message and then receive a call back from an Agent, effectively allowing them to get on with their day without waiting on the phone. Unlike traditional callbacks, Agents will know the context (through the message) of the Customer and their situation, allowing them to choose the best way to respond — including switching to a more efficient Channel like SMS or email.
Contextual Callbacks are another opportunity to provide radically personal Customer service, which begins before you call the Customer back.
How Contextual Callbacks work #
When a Customer calls and goes through your IVR, they may choose your voicemail option to leave a message if they don’t wish to wait in line for the next available Agent. The experience starts with you, ensuring that your voicemail greeting asks Customers to leave a detailed message on why they are calling. The more you know, the more you can do before you reach back out to the Customer.
It’s about context!
Agents can do more research before they even contact the Customer. Did they leave a message asking about a link to an item they recently purchased without providing context about what that item is? Because Gladly saves every transaction to the Customer Profile, the Agent will know what the Customer is referencing without reaching out to them. Once the Agent understands the message’s context, they can respond to their request with a simple text message without needing to call the Customer.
Minimize the back and forth
Because your Agents have the context to investigate (even resolve) issues before they contact the Customer, it minimizes the need to create back-and-forth interactions. The goal is to solve the problems in one interaction.
But do we have to call Customers back?
Agents can call, text, message, or email the Customer. Because Agents have context, they can choose what they think is the best Channel to use to contact the Customer. For instance, if the Customer wants an order status, this information can be texted instead. This could contribute to lower voice costs and increased Agent efficiency.
So it can go from ‘call me back’ to ‘text me back’
With calls, one must stop what they’re doing to take the call. Messaging Channels like text/SMS and email are much more convenient since Customers can read and respond to them on their own time.
The best thing about Contextual Callback is that Customers’ messages are always available in the Customer Profile in the Conversation Timeline. Messages are never lost and are always easy to find!
Prioritized Routing #
You can prioritize Customers who leave voicemails to bring their requests to the top of the queue. You can create an Inbox specifically for queued voicemails and assign Agents to the Inbox to research and follow up on voicemails only.
Questions #
Contact Gladly Support or your CSM if you have additional questions about Contextual Callbacks.
