Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service …
Business Logic & Automated Voice Apps: An Introduction Read More »
With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. …
Natural Language Processing: A Financial and Technological Perspective Read More »
Needlessly looking for a reason to worry? With the holiday season on the crest of an approaching wave many companies that already do the majority of their customer service over the phone will likely see their call volume swell even higher. Likewise, even companies that favor service options using other communications channels will see spikes …
Plum Voice has been providing cloud IVR for over a decade. Over that span of time, this cloud concept—taking care of infrastructure and carriers so our customers don’t have to—has been called many different things. Regardless of whether it you call it cloud IVR, hosted IVR, or outsourced IVR, the simple reality is that somewhere, …
Why Cloud Infrastructure Needs Dispersed Datacenters Read More »
Cloud services offer infrastructure without administration, predictable costs and lower capital risk. But getting to that promised land from your island of in-sourced headaches involves overcoming three hurdles: moving live data from inside your infrastructure up into the cloud, convincing everyone with security concerns that everything’s going to be alright, and coming up with a …
It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in …
When thinking about customer service, it’s important consider how the means justify the end. Sure, it’s great to wow a customer, delight them even. But if all of that glitz and glitter doesn’t help them achieve their primary goal—getting information in a timely manner—then it’s more of a hindrance than anything else. They called because …
In an apparent attempt to reduce the number of negative reviews it receives online, a hotel in Hudson, New York, decided to start charging wedding guests $500 for each negative review posted online by anyone in their party. In an era where customers have a stronger voice than ever through social media sites like Yelp, …
Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …
Use Post-Call Surveys for Real-Time Customer Service Recovery Read More »
When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service. Customer service PR nightmares are cautionary tales for the rest …
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Professional Services - Accelerate deployment for rapid ROI
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Account Inquiries & FAQs - Handle repetitive queries with ease
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Payments - Process secure customer payments over the phone
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Banking & Financial Services - Account access with security
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Technology & SaaS - Expanded voice and conversation AI capabilties
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