Case Study - Support IVR

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Automated Support

Automated Configuration Support IVR
Customer Profile - Plantronics
Plantronics is a world leader in personal audio communications for professionals and consumers.

Business Challenge
Plantronics headsets are state of the art and can be configured to work with a variety of devices and environments. Users need interactive assistance with setting the listening and speaking volumes of their headsets.

Solution
Diamond Voice Messaging worked with Plantronics to create the Sound Test Machine, a toll-free number routing to an Interactive Voice Response Call Flow script with step by step instructions for the caller and options to set the listening volume and speaking volume for their headset.

The script is comprised of brief instructions followed by actions for the caller to perform such as an audio sample playback while they adjust their settings.

For speaking volume settings, an option is provided for the caller to record themselves speaking and hear the recording played back immediately for setting levels.

Callers are allowed to step through the entire process or jump directly to a particular function for which they need assistance.

At the end of the process, the caller is offered a brief survey to provide feedback. The survey consists of 3 touchtone responses and 1 open ended audio question. Administrators can review and download survey responses online.

Benefits:
  • Plantronics has increased the quality of customer service with the self- directed automated Sound Test Machine.
  • Multiple callers can utilize the automated process at the same time.
  • Self-directed configuration is available 24 hours a day, 7 days a week.
  • Customers are able to get assistance much quicker than waiting on hold for a live representative or a web request for assistance.
  • Customer satisfaction has improved.
  • Call load for Live Support has decreased.

Services used:

  • Toll Free Service
  • Question and Answer Mailbox for Survey and Audio capture
  • IVR service for automated lookup, Call Script Routing and playback
  • Web Portal Data access

For More information

For more information about Diamond Voice products and services, call the Diamond Voice at 888-293-1550. Or visit: www.diamondvoice.com

For more information about Plantronics, call 888-752-6876 or visit the Web site at www.plantronics.com