IVR App - Retail Services

Retail Services

• Catalog Sales

  Customers currently place catalog orders by mail and telephone but new methods using computer telephony systems are under development. One method is to provide telephone access to an inbound telemarketing service center with a voice response unit. Callers name the item they are interested in and hear more information about it before they are transferred to an agent to place an order. Agents do not have to spend as much time with each customer.

  Another method is to print a code next to each item in the catalogue. When callers dial in they are prompted to enter the catalog number, the page number, and the item number of the product they want. They hear a recording describing the product including available models, sizes, and colors. A more sophisticated system allows regular customers to place orders automatically by entering an account number. Their address and credit card number are retrieved automatically from a database by matching their account code.

• Tape Rental

  Because many stores that rent videos already have their inventories computerized, a computer telephony system can add an extra level of customer service by allowing renters to dial in to determine if a movie is in stock.

• Home Shopping

  Cable television systems that offer home shopping can use computer telephony systems to automate the order taking process. Callers who see an item they are interested in call a number and are prompted to enter a product identification number that has been shown with the item. The system plays a recording describing the product and any other pertinent information. Callers are transferred to telemarketing agents to complete the purchase or thesystem can be configured to take order automatically.

• Credit Check

  If a customer pays by check, a salesperson can dial a computer telephony system to verify that sufficient funds exist to cover the amount of the payment. The system prompts the caller to enter the customer's bank, account number, and the amount of the check. It searches an up-to-date database of account balances and indicates whether the customer is credit worthy. The system can be used even when the bank is closed.

• Store Information

  A store provides a dial-in information service that allows customers to select from a spoken menu of options by entering touch tone digits. Topics include: special sales, prices, available items, credit card account availability, account balances, store location and hours of operation.

• CD Demo and Purchase

  Callers dial in and listen to samples of the latest CDs. If they wish to buy one, they press a touch tone digit and are transferred to an operator. A more sophisticated system can automate the ordering process by prompting callers to enter their address and credit card number. Credit card validation can be done automatically.