|
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 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 the system can be configured to take orders
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 a current database of account balances and
indicates whether the customer is creditworthy. 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 acceptance, 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.
Click to view how Universus™ can add value to your business
Back
|
