Costs & Benefits

Improve the customer experience

Phone menus make people unhappy. Happier customers means shorter support calls, more repeat visits, higher conversion rates, etc. More

Reduce call center costs

Reduce misnavigated calls and promote self-serve alternatives. More

Better feedback

Post-call surveys provide real-time feedback from callers. More

Instant mobile interface

Extend the customer care experience to the mobile world. Fonolo makes any IVR an intelligent mobile gateway. More

Easy set-up & low cost

Fonolo is a hosted service which means there is no hardware or software to buy. Pricing is based on the phone minutes your customers use. More

Improve the customer experience

It's not your fault

If your company has a phone menu, then you've probably heard complaints about it. Look — it's not your fault. Telephone handsets were never meant to be navigation devices. We're locked-in to an antiquanted system of 12-digit keypads that was created decades ago at the dawn of the telephone era.

You do have some alternatives to tone-based navigation —voice-driven menus, "natural language" menus, or menus-with-personality ("Hi, I'm Emily…") but users continue to dislike the experience. The bottom line is that IVR systems are inherently limited but will remain necessary into the foreseeable future.

Fonolo lets you make the most of this situation. For your customers that have smart phones or web access (and that's an ever-increasing slice of the pie) Fonolo lets you provide an improved experience, leveraging off your existing IVR investment.

The power of happier customers

Consider that the phone menu is the first stage of every interaction your customers have with your company. What happens if you make that stage less frustrating? Happier customers. And that means less churn, shorter support calls and more repeat business.

Fonolo can also improve online business metrics. Convenient access to phone support, from within the web interface will lead to higher "browser-to-buyer" conversation rates and reduced "shopping cart abandonment" rates.

In many verticals, customer service quality has become the key differentiator. Fonolo is a great way to show your customers you respect their time, and care about their experience. Be the first company in your sector to say: "No more phone menus!".

Reduce call center costs

Cut down on misdirected calls

Misdirected calls are an unfortunate reality in any IVR system. A large percentage of callers will misunderstand the prompts, or simply try to "zero-out" as quickly as they can. Misdirected calls lead to longer call duration and inefficient use of agent time. The visual navigation provided by Fonolo gets callers to the right agent the first time.

Redirect callers to self-serve options

You've spent a lot of time and money creating online self-serve alternatives to reduce your call traffic. Fonolo can help you make the most of that investment as well.

First, the appeal of Deep Dialing encourages your customers to come to the web interface before picking up the phone. This gives you an opportunity to promote self-serve alternates to callers that may not have visited your site. Second, as part of the pre-call interaction, the Fonolo web component can provide prompting for self-serve alternatives relevant to the customer's specific activity at that moment.

Improve Customer Feedback

Executives in charge of improving customer experience are always looking for ways to get feedback from users about their call center experiences. Angry emails are the most common source of feedback, but represent only a small slice of the customer base — those angry enough to write an email — and they are hard to process.

A recent alternative is to offer an automated survey to callers if they stay on the line after their call. But these surveys have a very low "take-rate" because most callers are eager to get on with their day, and don't want to spend extra time on the phone.

Fonolo provides a better solution for post-call surveys.

Customizable: The questions displayed can vary based on the type of call that was made (billing vs tech support), geography of the caller, time of day, etc.

Easy-to-use: The key to getting more feedback is to make the barrier for your callers as low as possible.

Real-time: Watch the results from your administrator's web interface, or get daily reports. Rather than waiting for an angry email, keep an eye on average scores and take corrective action quickly.

Trackable: Correlate specific call feedback with your internal records to see which agents are getting the best/worst comments.

Instant mobile interface

The smart phone is the next frontier of the customer care experience. But writing a mobile application and integrating it with your back-end systems is a daunting project. Why not leverage the investment you've already made (and continue to make) in your IVR system? Fonolo turns any IVR an intelligent mobile gateway, letting your customers Deep Dial directly on their mobile device.

Fonolo can provide you with a branded free-standing application or you can add Fonolo functions to an existing mobile application using our API.

Easy set-up & low cost

Fonolo is a hosted service, so there is no hardware or software to buy. Because we don't require any changes to your phone system, setting up Fonolo is a very low risk proposition.

Getting Started

As a first step, we'll look at your phone menu and do an initial mapping. In most cases, we can set up a free trial so you can see how Deep Dialing will work with your system, before making any commitment. Second, we will discuss with you the best way to put the Fonolo interface in front of your customers — web components, mobile application, or some combination. Then we'll talk through the options of pre-call questions, post-call surveys, etc.

Once you are ready to move ahead, the only real effort on your end is making room on your web site for our component, or doing the integration with your mobile app. The whole process can be done in 30 days.

Cost

There is a setup cost based on the customization required (e.g. special features of your phone menu, modifications to the web component). Then you pay for the minutes of phone time your customers use. Other conditions apply.

Send us an email at sales@fonolo.com or Deep Dial us right now. We'll be delighted to talk to you.