Solution

Voice to Digital

Migrating your customers to digital channels can save your organization up to 40% while increasing NPS.

Migrating customers from voice to digital provides customers with the channel of their choice and dramatically reduces a brand’s operational costs. OutPLEX led a global cosmetics brand to migrate their contacts from voice to messaging. As a result of our efforts, we were able to reduce their abandonment rate from 9% to under 1% even with an increase in volume quarter-over-quarter of 38%.

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Moving from voice to digital results in operational costs reduction of up to 40%. Agents are able to handle multiple digital messages at once versus only one voice conversation. The yield in efficiency results in dramatic cost savings.

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Meet your customers in the channel of their choice. According to a Facebook study, 67% of consumers want to engage with a brand that offers digital messaging (SMS, Facebook Messenger, Webchat, etc.).

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Moving from voice to digital also results in higher CSAT and brand loyalty. When customers engage in the channel of their choice, they have a better customer experience. Messaging provides a 20% lift in NPS.

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Testimonial
OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

— E-Commerce Director, Online Jewelry Retailer

We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

VP of Customer Care, Large Regional MSO/Telco Company

The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

— Director of Operations,  Fortune 100 Home Improvement Retailer

Outcomes

Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

40%
Outcomes

When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

78%
Outcomes

One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

53%