TelecomInbound call
Does it handle billing and line changes from the system?
A subscriber whose bill came in higher than expected keeps calling customer service if they can't find out why, and their patience runs out after every long wait on hold. Fonify's AI employee pulls up the billing detail from the account system instantly, explains the overage, and switches the subscriber to a better plan on request. It answers 89% of subscriber calls, resolves 73% on the first call, and responds in under 2 seconds on average.
Is this your question: Does it handle billing and line changes from the system?
A subscriber asks why their bill is high this month.
Inbound call0:00
live
- Customer0:02· TR
Bu ay faturam neden yüksek geldi?
- Fonify0:06· TR
Hesabınıza baktım: bu ay 4 GB paket aşımı görünüyor. İsterseniz sizi daha uygun bir tarifeye geçirebilirim.
- Customer0:10· TR
Olur, geçirelim.
- Fonify0:14· TR
Tarifenizi güncelledim, gelecek döneme yansıyacak. Onay SMS'i gönderdim.
What happened behind the scenes
- Bill details were queried from the subscriber system instantly
- The plan change was applied in the system
- The transaction was noted on the account
Result
89%Subscriber calls answered
73%Resolved on first call
< 2 SAverage response
Questions about this scenario
Beyond explaining the bill, can Fonify actually complete actions like a plan change?
Yes, after explaining the bill, if the subscriber wants a plan change, package upgrade, or an add-on package, Fonify completes that transaction in the system during the same call.
Where does it read billing and plan data from, and where does it write updates to?
Fonify connects to your billing and CRM system, reads the subscriber's current bill and plan from it, and writes every change it makes straight back to that same system.
If a subscriber disputes the bill and refuses to accept it, does Fonify decide on a discount or refund itself?
No, Fonify never decides on a discount or refund for a billing dispute. It logs the objection and the reason behind it and transfers the call to a customer relations specialist.
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