Many companies that handle billing, shipments, or direct marketing have to continuously update their records to insure they have correct customer data. Sending shipments or invoices to the wrong address is costly and time consuming. Many companies employ costly call center representatives to collect customer information and correct address information or they spend thousands of dollars on consumer databases and lists that have more up-to-date customer information. Over the past several years, Plum has worked with many companies in the direct marketing and shipping industries to help maintain accurate customer records with IVR. Plum has developed a number of call scripts that collect and change customer information in an automated fashion using both inbound and outbound IVR. Calling campaigns that collect data through IVR use speech recognition to recognize a caller’s input. Once a caller has provided a correct mailing address and additional details, the Plum IVR system sends all the customer data to our client’s data systems in real time. Using automated systems to collect and update customer information is the most cost effective means to maintain accurate records.
