Creating an end-to-end virtual support workflowProduct companies that sell through home improvement retailers are now reclaiming their customers by creating their own virtual D2C channel.There are three critical areas in the customer journey where product companies can positively impact the customer experience: when they choose a product, when they set it up, and when they need support.In order to make that process scalable, sales and service teams need to lean on the power of automation.Scheduling automation is only one part of a larger picture. Rescheduling, canceling, and queuing up virtual calls can easily be offloaded using automation. IrisCX automates note-taking, follow-ups, and capturing action items and customer insights.Virtual support makes for consistent experiences and takes hours of repetitive work off of a service experts plate – hours that could be used to provide more high-value service to clients.
Embed your scheduler on your websiteCreate an “always on service center” by offering your customers the ability to book an appointment at a time in the future that works for them. An added bonus: you’ll take pressure off of your call center experts and you can more easily predict and schedule staff to match demand.Your team can completely offload the effort required to solve simple issues. Virtual self-service allows your customer to access service 24/7 without talking to anyone on your team, unless they need to escalate.
Take the manual work out of reminders and follow-upsAutomate appointment reminders to ensure your customers show up on time and prepared, and let your customers reschedule and cancel their appointments without contacting you.IrisCX will queue, reschedule and cancel appointments within your customer interaction platform with no manual effort on your part. Send personalized follow-ups summarizing your virtual sessions with the click of a button.
Update your CRM automaticallyWith IrisCX’s Salesforce integration, your virtual appointments will automatically populate in your calendar within Salesforce, eliminating the need to even pop open the Acuity website to make changes to your schedule.You can also launch IrisCX virtual sessions from directly within your CRM, capturing and connecting key insights to their customer profile after the session is completed.
Track the success of your marketing campaignsEasily track conversions from your marketing campaigns by creating a landing page where your customers can book a virtual appointment.Provide customers with a discount code that links their purchase back to their virtual appointment so you can effectively measure impact on in-store or online purchases.
Never stress about scheduling againUsing Acuity with IrisCX can automate your customer engagement from initial contact to follow up. Your sales and service teams can eliminate make-work tasks related to scheduling and free up time for higher value tasks and customer requests – a win for everyone involved.
Give your customers what they want. A more human experience, with IrisCX.
By: IrisCX • 19 September 2022
Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.
Authority Magazine Interview - Tracy Posadowski Of IrisCX On 5 Ways To Create a Wow! Customer Experience
By: Tracy Posadowski • 25 April 2023
How do you create a customer experience that people love? Make it human. Authority Magazine's Fotis Georgiadis sat down with our CMO Tracy Posadowski. In this interview, Tracy discusses why we assume it's intuitive for brands to deliver great experiences and fall short, and whether or not competition forces companies to deliver a better customer experience.
By: Tracy Posadowski • 29 June 2023
Our CTO Eradj Khaidarov was interviewed by Nat Rubio-Licht, senior reporter at The Daily Upside about how AI-based innovations in customer experience are being engineered to predict service outcomes to better serve customers. In the article "JPMorgan's customer service vibe check", Eradj was consulted as a leading authority on moving from human reaction to an AI predicted outcome in customer service.