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: Use Voice Tech to Provide More, Better Payment Options

NMSC Case Study Feature Image

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may be. One of Plum’s clients,… Read More

Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

PSN Case Study Feature Image

Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments was a manual one, and… Read More

Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

Arrowhead Case Study

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of their customer support calls with… Read More

3 Uses for Voice Tech in Insurance Customer Service

Voice Tech in Insurance

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the nation’s largest insurance companies use… Read More

Case Study: How to Use IVR as a Hub for All Your Voice-Based Customer Service Needs

Case Study Blog image

There’s something to be said for organization, and the more pieces that are in play the greater need to keep everything orderly. When we’re talking about managing high volume phone calls interactive voice response is the manna for your trek through the desert. One of the great things about using an IVR to centralize incoming calls is that it doesn’t… Read More

Study: Making Automated Technology Easier for Older Adults to Use

verbal response

How do you make technology easier to use for older adults who struggle with diminishing cognitive ability? One way is through high set-level compatibility. Set-level compatibility refers to the relationship between stimulus and response set and the relationship’s influence on response time. The more commonality shared between a stimulus and response set, the faster the response time (i.e., high set-level… Read More