Product Offers on Low-Interactivity Channels

Product offers are particularly useful for channels that are unassisted or have limited user interactivity, such as short messaging service (SMS), Interactive Voice Response (IVR), and the hot offers bin on a Web site. When the user accepts the order, some exceptions might occur. You must configure exception handling, which is typically channel-specific:

• Web. For this channel, display the exception on the Web site.

• SMS. For this channel, create an activity and assign it to a customer service representative.

• IVR. For this channel, route the exception to a customer service representative.

Because product offers are also available in the Siebel application, they provide customers with a consistent experience on all sales channels. For example, a customer might view the offer on the Web and phone the call center. Then the customer service representative at the call center can view the same product offer in the Siebel application and accept the offer on behalf of the customer. For more information on how customer service representatives can access product offers, see Viewing Product Offers for an Account.