Today we announced enhancements to our location services platform for modernized Glympse IVR integration capabilities. What this means: Our customers will now be able to give their customers the same critical visibility into the real-time status and ETA of a service or delivery representative that Glympse has always provided, in yet another convenient self-service format.
Consumers who prefer to call their providers (or who can’t access the web-based Glympse customer viewer) can learn about their pending or in-progress appointment through a personalized, automated message without waiting to speak with a representative.
We’re especially proud of these enhanced integration capabilities because we know the high value customers place on being able to find answers on their own. We also know their preferences on how and where they seek answers and information is not static, so they need options for how they self-serve. Glympse’s modern IVR integration can help companies invested in these key customer service initiatives:
1. Consistency is key. 87 percent of people say brands aren’t doing enough to make experiences seamless.
2. Contact centers still play a critical role. 62 percent of organizations view contact center customer service as a competitive differentiator, and 92 percent of those offer multiple contact channels.
3. Aim for ease if you want to please. 55 percent of consumers say they can fall in love a brand that provides easy access to information and support.
4. It pays to help customers help themselves. Companies that offer self service save $1.25 million in annual agent labor costs compared to those that don’t.
Click here to read the official news release about modern IVR enhancements to the Glympse platform.
To learn more about how to enhance your self-service experience with Glympse, get in touch.