Customer Service

Leveraging the latest technology with IVR, Live Agent, Email and Web Chat, a2b can service your customers professionally and efficiently. Enabled by cloud routing technology, inbound calls are automatically routed to the best available agent, increasing the success of each call. Calls may also be routed to a2b’s select, integrated contact center partners, providing scalability when needed.

Smart IVR is available for secure, inbound order capture or to provide callers with order status updates, including shipment delivery status. Because our contact center tools are integrated with our Order Management System, the customer record is automatically displayed on the agent’s screen before they even pick up the call, saving time and cost. Call data is captured within the customer record, including a link to the call recording. Email and Web Chat are also supported. Our Web Chat technology can easily integrate with most web sites, allowing your customers to click and chat with a live agent, saving a customer service call.

a2b agents are cross-trained to make Outbound calls providing our clients with a blended solution that’s both convenient and efficient. Outbound categories include: Sales, Collections, Customer Service Call-Backs and pre-fulfillment Address Verification (reduces shipping carrier correction fees). All outbound lists are scrubbed against the National Do-Not-Call list for compliance.