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How Can a Phone Tree App Improve Customer Messaging?

Today’s buyers are shopping on mobile devices more than they ever have done before, and this trend is set to continue over the coming years. So, brands need to do all they can to facilitate easy eCommerce via mobile devices. But it’s not just about the mobile shopping itself.

Forward-thinking companies are now equipping their customers with the technology they need to access customer service teams, via their mobiles. Phone Tree Apps are leading the way here, making it possible for customers to connect with service personnel without having to lift a finger.

Integrating seamlessly into the IVR phone tree, Helpshift enables consumers to “Dial 1” to access all the benefits of a brand’s customer messaging platform – and this makes all the difference to the customer experience.

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Call-to-Messaging

With Helpshift for Phone brands can easily redirect calls to digital messaging. By integrating directly into the IVR phone tree, Helpshift enables your consumers to “Dial 1” to open a messaging experience within their mobile app or on the mobile web. Bots, AI and automation work across these channels to further reduce volume and offer consumers an intuitive and speedy path to resolution.

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Messaging-to-Call

With Helpshift for Phone, brands can enable agents and consumers to easily move from a messaging experience to a phone call when necessary. Helpshift for Phone is purpose-built for managing this handoff in a frustration-free manner that makes a context-driven phone call feel extra personal. Agents and customers can easily initiate a call in real-time.

See Escalation in Action (Infographic)

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Phone Tree App that’s Smart, Not Siloed

Picking up the phone doesn’t have to mean lost context. With Helpshift’s C3 platform, the entire support journey, from phone to messaging and more, is contained within a single conversation thread that is visible to both brands and consumers. As consumers move from one channel to the next, they simply pick up where they left off.

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Phone Tree App Example Scripts

We’d like your organization to have customized messages so that they’re personalized for your customers but here are some examples of phone tree scripts that can be used:

  • Cancellations: “We’re sorry the event has been cancelled due to bad weather”
  • Emergencies: “One of our team have been in an accident, meetings today cancelled”
  • Updates: “We have hit our quarterly targets! Thank you for all your hard work”
  • Reminders: “Please remember to bring sunscreen and a hat to this afternoon’s meet”

These are great ways to keep everyone informed in a concise and efficient manner.

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