Extend the Reach of Your Customer Support Team
Today’s customers expect convenient and reliable service at their fingertips anytime and from anywhere. It can be challenging for organizations to maintain staffing levels to keep up with the demand.
Bridge the customer service gap with VBAVoice, a multi-channel communications solution with IVR, chat and notification capabilities that is seamlessly integrated with VBA’s cloud-based platform.
Today’s Customers Prefer Self-Service Tools
of customers want the ability to solve product or service issues on their own
use self-service options when available
Exceed Customer Expectations with IVR
VBAVoice provides a superior interactive voice response (IVR) solution that is highly configurable to your needs and requires little to no training to implement. It can easily adjust as your organization grows and evolves without disrupting the business.
Extend your business hours by offering 24/7 support and service for your customers.
Respond to customer inquiries after hours
Offload call volumes for your customer service team during business hours, allowing them to focus on more complex calls
Save on administrative costs
Remove the potential for human error
Following VBAVoice best practice configuration, you can achieve a 46% call deflection rate.
Convenient Support, Reliable Service
With VBAVoice, your customers can easily complete transactions like:
Check the status of a claim
Check the status of a prior authorization
View member out-of-pocket costs
Obtain a portal registration code
Obtain a summary of benefits
Read Our Case Study to See How VBAVoice Helped One of Our Clients Achieve:
Call Deflection Rate
for Provider Calls
Live Chat and Notifications
Enhance your solution and boost engagement with an optional live chat feature, text and
email notifications that are enabled through the VBAGateway member portal.
Connect 24/7 with Live Chat
Customers can chat with a live representative in real time through the VBAGateway portal
Representatives can manage multiple chats simultaneously, increasing efficiency
Automatic load balance seeks the next available representative
Ability for the customer to rate the chat session
Chat history is retained within the VBAGateway portal
Stay Connected with Notifications
Send email and text notifications to help you build stronger connections with your customers
Tailor the messages to meet your specific needs
Meet HIPAA requirements by providing a secure message that directs the user to the VBAGateway portal to access the details
Encourage your customers to quickly review the notification and take action
Comprehensive IVR reporting helps you understand utilization patterns for your IVR and chat features and calculate your return on investment.
Gain insight into:
Which customers are using your IVR and chat
What types of transactions they are requesting
What time of day they are engaging with your tools
Where IVR users are getting stuck and disconnecting
Average quality rating for your chat sessions
See How Much You Could Be Saving with VBAVoice IVR
Ready to see how VBAVoice can help you extend the reach of your Customer Service team?
Download our brochure or contact VBA today.