Self-service is a winning ideology which reduces the deployment of trained personnel thereby leading to cost efficiency. Accuracy is another key element which attracts self-service feature. It also empowers consumers to get resolutions as per their time and convenience. Undoubtedly, self-service is a key component in delivering a delightful customer experience.

1. AND ITS ROLE IN CUSTOMER SERVICE
SELF SERVICE IVR

2. INTRODUCTION
The advent of technology has simplified human life to an extent where you don’t even need to
have a conversation with someone to get your job done. Few simple instructions and that’s it!
You get it all. The long queues to get connected are no longer expected from a company
which emphasizes on its customers. ‘Self Service’ is the new mantra globally!!

3. Why do you need Self-Service IVR:
You receive a product but it may turn a lemon! Or you have endless failed encounters
assembling it! You may have purchased an online service which doesn’t allow you to log in
and so on. The first thing splashing into your mind is Customer care. But this is no longer the
scenario.
Microsoft conducted a research which states that 90% of consumers globally are
expecting self-service customer support sites.
Other researches reveal that more than 50% of consumers prefer a mobile responsive self-
service over the traditional customer support. The projected vision is that consumers will
manage 85% of work themselves without interacting with a human representative.

4. Customer Self-Service and IVR:
Fundamentally, self-service means consumers getting support without a human
interaction on behalf of a company. Majority of companies offer an online data base or a
knowledge bank with illustrational tutorials and other useful operating procedures. The
most common questions posed are answered on a resolution based statements in the
Frequently Asked Questions page of an online portal.
These have been the common self-serve supports we have been seeing in the past 5
years. But the latest in town is IVR (Interactive Voice Response). Though we have been
using this feature as part of domestic, office as well as customer support telephonic
feature, the trending self-service IVR is updated software to get robust results in
achieving customer satisfaction in call center industry. IVR Edge can be quoted as a
classic example of the software with stunning features driving customer experience.

5. • Customer friendly Graphical System Design Interface
• Analog and digital multiple telephone line support
• Call screening, barging and switching options
• Database integration
• Text to speech
• Data capturing from inputs
• Call transfer within multiple extensions
• Callers’ interaction and call details database
• Multi-language support
Features of Self-support IVR:

6. Role of Self Service IVR in customer service:
• Customers calls are answered in the language they
prefer
• Based on the number input, consumers are routed
on a rule based program and the call data can be
captured and stored for future interactions without
the customer having to state about the previous
interactions
• Callers’ calls get routed to the appropriate terminal
basing on the inputs of inquiries, new schemes,
technical support, bill payment issues etc.
• Advanced IVR software such as IVR Edge has
voice mail feature where in customers can leave
their queries and request for a call back
• Irrespective of huge call volumes, every customer’s
call is attended and entertained

7. Self-service is a winning ideology which reduces deployment of trained personnel there by leading to cost
efficiency. Accuracy is another key element which attracts self-service feature. It also empowers consumers to
get resolutions as per their time and convenience. Undoubtedly, self-service is a key component in delivering
a delightful customer experience
Are you looking for a customized Self Service IVR software? Contact us for more information: Teckinfo.com

8. Contact US
www.teckinfo.com
info@Teckinfo.com
info@teckinfo.com
+91-11-49605588