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Self Service is the one of the greatest tool for customer service yet a lot many
customers don’t like speaking to an IVR! A majority of them wouldn’t want to get in
touch with you at all if they know they will be greeted by the IVR. In fact, many of
them think that it provides no value at all. The reasons could be many – the system
takes too long to respond, calls get disconnected and above all, customers are
unable to find the right option.
Despite these snags, the IVR has the potential to become the best channel of
delivering excellent customer experience. Organizations just need to develop a
system that is user friendly, intuitive and quick. They need to improvise their
infrastructure to serve the customer better. Here are some of the chief components of
a customer friendly IVR that organizations must know and implement.
Know your Customers
Most of the times customers get bogged down by an
IVR system due to its complicated and irrelevant menu
options. An efficient IVR system must be intuitively
designed to understand the customer needs. The
customers’ demographics, geographical profile and
account history will enable you to know them and their
The key is to have lesser menu options and the ones
that are available must be arranged by priority to make
things easier for the customer.
While your agents might not be available 24/7, your contact
center should be. Just as your company’s website is
accessible any time of the day, you should be ready and
available to serve your customers through an efficient IVR
system. Customers having simple queries can easily connect
with the IVR and seek answers. For instance, a customer
seeking information regarding a new store location can do so
from IVR. In case, a query entails human assistance, the
customer can always leave a recorded message or send an
email addressed to the desired department.
Visual IVR is an ideal way to appeal to the new age
customers using smartphones. It is quite customer
friendly and works simply while keeping costs low. This
option enables customers to check out the options
through their smartphone via mobile app rather than
listen to them over call. Visual IVR is more efficient and
quick, easy to use, generates better revenue and
therefore more customer centric.
The road to designing a great IVR system goes
through their honest feedback. Always remember
to take your customer’s opinion. A quick survey at
the end of the call or a couple of toll free texts can
help you in improvising greatly. Getting answers to
your questions and implementing customer
suggestions can go a long way in creating a great
IVR system that a customer actually looks forward
to make use of.
It doesn’t matter how well designed and efficient your IVR
system is, you need to keep testing it for improvements
and keep it optimized. You can ask some of your staff to
call the customer service number and test out the IVR for
basic usage, any issues or challenges. Check if the calls
are not being answered or misrouted. This essential
feedback would help you assess what your customers
actually face when they call and help in revamping your
You may not think that your IVR system needs
attention on priority; however, having an IVR that
delights and surprises your customers can become a
strategic and competitive advantage for your
business. The profits that it could generate outweigh
the investment in the long run. A powerful IVR system
can lay the foundation of your brand’s success.
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