Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

Case Study: Second To None Expands Voice of the Customer Offerings with Plum Voice

Second to None Case Study Featured Image

As the old adage goes, the customer is always right. For Second To None, a customer experience research and analytics agency serving leading brands across North America, one of its clients wanted to add telephone surveys to their Voice of the Customer program. At the time, Second To None lacked a voice option for this type of survey and immediately… Read More

Case Study: Specialty Insurance Company Drastically Cuts Payment Processing Costs

MIC Case Study Featured Image

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents to provide high-touch customer service… Read More

Case Study: More Efficient Healthcare Payments with Plum

MHPPC Case Study Featured Image

As a major healthcare payment processing company (MHPPC), IVR was not a new concept. In fact, MHPPC had a code-based IVR in place before switching to Plum. However, as the company added features to their IVR the code for their legacy IVR became virtually unmanageable. When developers are spending most of their time managing IVR code, it’s probably time to… Read More

How to Reduce the Risk of Fraud with Your IVR

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“You are what you are and you ain’t what you ain’t” – Dear Abby, John Prine “Basic” Security Isn’t Enough When it comes to fraud prevention, this line from a John Prine song pretty much explains what it is fraud prevention technology tries to figure out. Preventing fraud over voice communications channels has its own challenges. Most companies have security… Read More

Case Study: Mobile Software Company Improves Customer Service with Plum IVR

MSC Case Study Featured Image

A leading mobile software company (MSC) in Canada uses Plum products to power their customer service offerings. As a company that offers an array of digital products with over 100 million users all over the globe, MSC needed a solution that had multi-language support. As a company that deals with digital products in its own right, MSC wanted a solution… Read More

Case Study: Payments Company Lands Major Client with Help of Plum

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One of Plum’s clients is a major payment aggregation (MPA) company based in Seattle, Washington. The company offers customers a platform to pay bills and manage important documents, securely, in one place. The problem that led MPA to Plum began with a client request. One of the company’s major clients offered the company exclusive handling of all their accounts–which would… Read More

Case Study: 145% VoC Response Rate Increase with Plum Insight

Erie Case Study Featured Image

Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of materials and labor for getting… Read More

Solving the Alpha-Numeric Quandary for IVR

Alpha-Numeric Quandary for IVR Featured Image

One of the best features of the telephone is its simplicity. You have ten digits to work with (plus the star and pound keys) and pretty much anyone over the age of four can make sense of basic phone concepts. While those ten digits make phone interactions simple, they also make it difficult to enter letter-based data. Sure, most of… Read More

The Fastest, Easiest Way to Add Secure Phone Payments

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Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice response (IVR) solution helps to… Read More