Wholesale Distribution
Provide Convenient Access to Product
Information
INTUITY AUDIX allows retailers to get product information at the touch of a button. For example, when a clothing retailer calls the wholesaler’s product information number, AUDIX presents the caller with the following options:
■For information about women’s clothing, press 1.
■For information about men’s clothing, press 2.
■For information about children’s and young adult’s clothing, press 3.
■For information about shoes, press 4.
■To speak to a representative, press 5.
■Or simply enter the extension number of the person you are trying to reach.
The retailer has the option of listening to the product information or having it faxed automatically. You can also have AUDIX call customer service representa- tives to notify them when they receive voice messages from special customers.
Automate or Streamline Ordering Procedures
Many of the DEFINITY Call Center features that we have described for other industries apply equally to wholesale distribution. Just as in other applications, for example, the system can route calls based on the time of day or the number of calls in queue. This allows you to have calls received after business hours transferred to an office that’s still open. You can also have calls transferred that have been waiting in queue too long.
The Expected Wait Time feature provides a reliable estimate of the time a caller will wait in queue before being connected to an agent. Based on that time, differ- ent choices are presented to the caller, such as remaining in queue, leaving a message for a later callback, or transferring to automated services (on INTUITY Conversant Applications). Callers are more comfortable waiting in queue when they know how long the wait will be and can choose alternate options.
The DEFINITY ECS offers a wide range of Call Center features which allow cus- tomers to order via fax, via automated voice messaging, or via expedited per- sonal service with minimal waiting in queue.
Provide Retailer Feedback to Suppliers
Issue 5 January 1998 |
