Customer Service
Customer Service


Selectively Shift Phone Calls to Digital

Directly’s OnDemand IVR to Messaging solution gives your customers the ability to instantly shift from a phone call to a fully staffed messaging experience.

Consumers have been frustrated with IVR trees and long wait times for decades. Unlock improved customer experiences by helping consumers get their issue handled via digital channels.

Identify When to Offer IVR → SMS

We identify customer questions that would be better served in a digital messaging experience.

Our proprietary NLU model helps you identify customer intent, predicts what can be successfully resolved via messaging, and enables you to offer the customer the option to receive an SMS.

Offer Experts On-Demand

Seamlessly engage an on-demand expert within the digital channel to provide live assistance.

A flexible network of experts are able to resolve a wide range of product and technical questions, significantly reducing the need for agents.

Automatically Resolve Inquiries

Serve peer-reviewed responses within the messaging channel that specifically address the question, personalized to the situation.

Experts author answers to common questions and we’ll serve them when we see a similar question.

Get a Clear Return on Investment

Fewer phone calls, more automation, and a flexible workforce of on-demand experts all combine to significantly reduce the burden on your call center.

Our customers have increased CSAT up to 20% and reduced the number of phone calls by up to 40% while saving millions per year.