Robocall is back
Robocalls have been given a rather negative name in the past because they were often used for marketing purposes. Because the governments are increasingly able to curb this form of marketing, the image of the robocall more and more. When you use the robocall as an extension of your service and use it to assist your customer, you will see that the robocall experience is even experienced as pleasant. This blog delves deeper into what a robocall exactly is and what and when you can use it within your organization.
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What is a robocall
With a robocall As the word suggests, a robot is talking to your customer on the phone. The spoken texts are often recorded in advance. However, with the arrival of artificial intelligence, it is also possible to make the computer respond to the answers given. This makes it an organic conversation and looks like a phone call is taking place with a person.
What can you do with a robocall
The possibilities of a robocall are endless. You can decide what you want to use the robot for, determine the texts yourself and ensure that the robot receives the correct phone numbers. With the arrival of AI, it is now even possible to let a robot make appointments. A nice example of this is shown in the video below where Google's AI makes an appointment at the hairdresser and pizzeria.
Robocall as an extension of your service
As you can see, a lot is possible with robocalls, especially in combination with AI. But how do you use this effectively and properly for your organization?
Help the customer
Above all, use the robocall to help your customer. For example, if a payment term expires or the contract is about to expire, these are ideal times to approach the customer with a robocall. You can also use it as a reminder for a scheduled appointment or a reminder that the car needs to be inspected again in one month.
Make sure you have sufficient information
Make sure that the customer does not question the robocall. Always give the customer a clear reason why he or she is receiving this robocall. Make sure that the customer also always has the option to request additional information.
Offer the opportunity to connect
Always give the customer the opportunity to be connected to an employee. Should the customer want to make an appointment or report a change during the robocall, he or she can arrange this immediately.
Call with a visible and familiar phone number
Trust is what it's all about! Make sure that your customer can see and recognize the number used to make the robocall. As a result, the customer is more likely to answer and he or she will pick up the phone with a familiar feeling. Another big advantage is that the customer can call back. This creates the possibility of a new contact moment.
Follow up on the conversation immediately
Did your customer make a choice during the robocall and is there a (human) action associated with it? Then make sure that it is always followed up immediately. Don't leave your customers in the dark and make sure they can complete the promotion immediately.
POM's robocall
POM also has a robocall tool available. The robocall can be used when there is insufficient outbound capacity, claims are relatively low, or as an additional service call. During the robocall, your customer can choose to pay the outstanding invoice immediately, make a payment arrangement, indicate that it has already been paid or that the customer would prefer not to pay. A direct payment or payment arrangement will be followed up immediately with an email or text message. If the customer does not want to pay, a message will be sent with the possible consequences of not paying. Transferring to an employee and setting the outgoing phone number are also possible.
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