IntelePeer’s intuitive design and ease of use convinced NSD that it was the perfect solution for their challenges. “I’ve worked with a lot of different IVR systems and [SmartFlows] was the easiest one that I’ve ever worked with. It’s very simple, it’s easy to use, it’s powerful, and that was the reason why I chose to go with IntelePeer,” explains Marshall. After taking the platform for a test drive before purchasing, Marshall was able to dive right in once implementation was complete.
NSD created flows that automate how incoming call traffic is routed. Before there was no automation in place and every call was routed to a live agent. Now, 30% of all calls are handled without an agent through self-service retrieval of shipping updates and product details. When a customer cannot be taken care of through automation, they are passed on to an agent who sees the caller’s information before they answer the call.
IntelePeer also allows NSD to easily handle unexpected spikes in call volume. When COVID-19 hit, NSD experienced a drastic increase in incoming traffic due to increased demand for delivery services. This increase would have completely overwhelmed their call center had they not implemented self-service and automation with IntelePeer.
After implementing automation and self-service options for their customers, NSD continues to monitor and improve their customer experience based on insights provided by IntelePeer. Built-in analytics allow NSD to examine how flows are performing and immediately make changes when necessary. Their customer experience team is able to understand how customers are interacting with the self-service options if callers are dropping out of flows, and at what point in a flow an issue could be arising. This is a level of intelligence, customization, and control that NSD never experienced with their previous provider.