We understand that the profitablity of an item which needs to be delivered to a customer can easily be lost within the cost of a failed delivery.
Kawler has all the tools to combine the convenience and imeadiacy of SMS with the more nuanced possibilities of a voice call.
Logistics is a hugely complex event chain so you need to know the areas you can control are going to work impecably. Our systems combine multiple layers of redundancy with failsafe design.
We have been producing communications solutions, both voice and SMS, since 2003 and we are here to offer as much or as little support as you need when the time comes to implement your ideas.
Breakout from SMS and talk
Within the process surrounding the online purchase and delivery of items, customers will expect to receive SMS confirming their identity using Two-factor identification (2fa) as well as messages regarding the date, time and other details relating to the actual delivery.
Within conventional delivery process there is little opertunity to actually talk to a customer but Kawler can offer a different angle of getting the customer talking to an operator before a delivery fails and the attendant poblems this brings.
A traditional approach would be to send an SMS to the caller and embed the number of your CS team into the sender number of the SMS. This is called the alphatag (sometimes also known as Brand Send) and it means that the customer then has a number they can dial for a direct conversation but in reality few users will call back on a number that they have received an SMS from.
An alternative would be to call the customer’s handset using Kawler Voice, let Kawler tell the customer the delivery details and then offer the recipient the chance to talk with an operator to re-organise the details of the delivery. This event can even be triggered using the API when you know there are operators able to deal with the specific inbound call.
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The Kawler Console has proven to be easy for my team to use and the levels of reliablity are excellent.
Harry Gray -
Argos Customer Care Centre
