Internet shopping is providing manufacturers with valuable new revenue streams – but means that interaction with consumers rather than trade buyers is of paramount importance.

A significant majority of incoming calls concern the delivery of pre-ordered items, or for arranging collections and returns. Many of these calls can be removed from the queue through the use of our hosted automated services that are available 24/7 to service customers when they want – reducing customer waiting times and in turn, frustration and disappointment.

Invomo can add considerable value with a set of core products and traditional touch-tone based services. The use of advanced self service tools that we have at our disposal can significantly improve customer experience. We also connect customers’ back offices systems to ours to ensure that CRM systems are up to date and we can also enhance the customer experience through SMS. Texts can be automatically triggered to inform people when goods have shipped or when deliveries should be expected, and manufacturers who provide product warranties can use our SMS systems to send timely reminders to customers to renew their policies.

We can provide solutions to:

• route customer calls through a single contact number to their nearest depot
• order catalogues and brochures
• order and pay for products
• make stock enquiries
• "Where’s my order?"

The latest advanced speech recognition systems are increasingly utilised by logistics and manufacturing firms. For logistics companies, technology enables customers to interact with an intuitive phone system to efficiently handle a range of key services. Manufacturers can use our solutions to supply product information, handle promotional activity or product recalls, reducing the need for expensive trained resources to be available for short periods of activity.

Significant improvements in customer service can be delivered by providing 24 x 7access to services and the ability to have problems or enquiries dealt with rapidly and proficiently outside of normal working hours can provide a point of difference from competitors. Using automation can enable manufacturing and logistics companies to handle seasonal and promotional call volume increases avoiding long waiting times, dropped calls, and the consequent impact on customer satisfaction levels.