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Improving Customer Experience with IVR Optimization

In today’s business scenario, keeping everything else constant, its customer experience (CX) that makes all the difference. But, how do we achieve an exceptional level of CX? The most important factor to consider for this is to look to improve customer engagement. Customers attribute good experience with great support. With changing times, the customers have also become more independent and look for self-service options rather than depend on human interactions.

Having Interactive Voice Response (IVR) technology to offer self-service for the do-it-yourself types have proved to be successful over the years. But, IVRs can’t be trusted blindly. They need to be optimized for better results.

Here is a list of things to keep in mind while optimizing your IVR system to improve customer experience:

Topics: IVR customer experience ivr solution ivr systems

IVR Solutions for Customer Service: Top 7 Benefits of using an IVR System

Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response (IVR) System. An IVR is an inbound solution to enable the customers to reach out to the organization for support, amongst other services. The customers can use the dial pad or get help through speech recognition. 

Topics: Customer Service IVR customer experience inbound Inbound Call Center ivr solution inbound solution ivr systems

Stroll Down Memory Lane - The History of Customer Service

Do you remember your parents or grandparents fretting over the fact that a product they recently purchased isn’t working fine and they have no idea how to go about the replacement process? The only logical way out use to be, to redirect the product back to the seller, which meant long travel itineraries, waiting for days to hear back from him and then going all the way back to recollect.

I remember how tiring customer service process use to be.

Topics: Customer Service IVR customer experience

7 Ways to Make your IVR More Customer-Friendly

Customers find an IVR system to be useful because it is faster, available 24*7, better for simple and routine tasks and of course a cost-effective solution. However, despite acknowledging IVR systems to be useful, still many callers prefer to interact with a live agent over the automated self-service machine. The main reasons why users don’t like to interact with an IVR system when trying to connect with brands are:

Topics: Customer Service IVR Call Center Software

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.

Topics: IVR

The Good, the Bad and the Ugly of IVR

In the call center industry where customer satisfaction and retention is essential for success, it is an all-important task to look for strategies that can lead your call center towards the right track. One of the best ways to achieve this goal is to deploy IVR or Interactive Voice Response System in your business.

Topics: IVR

5 Easy Tips to Optimize Your IVR for Superior Customer Engagement

Customer Satisfaction is something no business can compromise on in the present age. However, we often fail to understand that the first and indispensable step to achieve customer satisfaction is greater customer engagement. More often than not, customers attrite because they are not engaged properly with the brand. One of the easy ways to overcome this hurdle is to optimize the manner you deploy Interactive Voice Response System in your business.

Topics: Customer Service IVR

How IVR Reduces Cost and Gains Productivity for the Business

 

Like every other department in an enterprise, contact centers also face the pressure to minimize the company’s operating costs. This puts the management in a dilemma of how to cut expenses without sacrificing customer satisfaction. Contact center needs tremendous manpower in order to fulfill the demand of the customers. Even after appointing a large number of people, it is not possible for the company to attend to every customer. And if the customers don’t get through the call, the company’s image declines in their eyes.

Topics: IVR

Can IVR replace Live Agents - Dial Zero to Speak to a Representative

Interactive Voice Response (IVR system) is extremely beneficial for both companies and the customers. Companies can easily increase their sales and reduce costs drastically as the efficiency of live agents is greatly maximized with the use of an IVR. On the other hand, customers save their time as they get the opportunity to solve their problems without interacting with an agent.

Topics: IVR