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How to Modernize Your Interactive Voice Response Experience?


Giving the best customer service involves simplifying and streamlining your business process. The best way to tap into this potential market is with an adequate customer response strategy and infrastructure. This is where IVR – Interactive Voice Response setup comes into play.

IVR can be rightly labelled as ‘the guru mantra’ for having a fool-proof call center setup. Almost all contact centers have interactive voice response systems in place to help customers experience the best possible service. But, with growing competition and innovation in market, it is important to modernize your IVR experience. It is mandatory to break free and let go of cliched lines and welcome messages. With the right amount of innovation, creativity and modernization, you can boost your customer base like never before. There are going to recurring customers and those who would give you great word-of-mouth publicity to pool in even more loyal customers.

More than 42% customers leave your business after having a frustrating experience with your IVR setup. 48% customers say that it would be great improvement if the steps are more straight-forward and personalised.

It is easier said than done. But, we are not going to leave you hanging with mere ideas and no ways to implement them. Here’s a list of some innovative tips and tricks to modernise your interactive voice response customer’s experience.

1. Have a conversational IVR

Conversational IVRs are rather new in industry. There is a lot of research going on in this domain. These IVRs are based on AI functioning mechanics. As soon the caller dials your company’s hotline, he is made to put in some of his details and boom! The IVR starts engaging your customer in intelligent conversation.

(IVR: Thanks for calling XYZ Technologies today Mr. Robert Gill. Is this regarding the order you placed yesterday?

Customer: Wow! Yes. Can I have the tracking details?)

Overall call handling time – less than 2 minutes. Great right?

2. Call steering techniques

Call steering lets customers use their own words to describe why they are calling, resulting in faster, and more direct path to resolution. This is again an enumeration of conversational IVR technique, but more result oriented and quick.

3. Call recording techniques

It is very important to have all your customer interactions recorded in real-time, for use and reuse. This can not only able you to provide them excellent customer service, but also serve as an effective tool to honour commitments. This also serves as an efficient tool to gauge your IVR’s efficacy and practise improvement.

4. Enable speech recognition

You can use providers or tools that can provide and utilise grammar-based speech recognition compatible with a range of languages. This feature can boost your customer’s trust in your service and induce a level of confidence, which will allow him to opt for more services from your firm. The IVR can easily pick-up their language preference and respond accordingly, resulting in enhancing their ease of access. You can also opt for human assisted speech recognition to avoid ‘can you please repeat that’ cycles. It is effective, easy and saves your and customer’s time.

5. A visual IVR?

No, this is not a joke. Visual IVRs exist and are used widely. A visual IVR is a visual display of the existing IVR tree, personalised with real time customer data and easily accessible by customers anytime, anywhere and from any device. It can be accessed by going on the company’s website, by using an App that has visual IVR embedded, or using the normal dialling number to get the visual IVR’s link via text message. These entry points only makes sense if your infrastructure has this facility embedded in your back-end setup. This can be a disruptive innovative change and good for your business.

We hope to bring the best and latest news, tips or tricks to you. Have more to add? Let us know in the comments section. 




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