If you've ever pressed 1 for English, entered your zip code at a phone prompt, or said "Yes." to reach an operator, you have used IVR. You may ask yourself "What is IVR?" IVR stands for 'Interactive Voice Response'. An interactive voice response system is a system that connects a consumer to a computer or vice versa to more efficiently mediate transactions.
A previous blog post discussed the pitfalls of using interactive voice response systems. However, when used properly and designed with care, IVR solutions offer numerous benefits to both customers and businesses alike.
An IVR system can increase convenience for the customer. This can be provided in the following forms: 1) extended hours for automated transactions, 2) more rapid transactions in cases where customers know what they wish to do (find locations, pay a bill) or 3) shortened wait times for customer service agents who, as a result, have a lightened consumer assistance load.
The experience for a consumer can also increase trust in a company. For example, information collected by consumer input can direct the customer to the agent or employee most able to assist with their needs. The same input can be used to cross reference data to make sure information provided to the customer is accurate. If the transaction contains sensitive information, pin recognition or information verification via keypad tones serves to let the customer know you protect their information.
Don't forget that IVR applications can be used beyond the business arena to increase customer trust. IVR surveys, clinical trials, and medical information can be retrieved or supplied by a client who may be too embarrassed to deal with a live person regarding these issues. There are even intra-organization IVR applications.
IVR services also increase consumer choice. When making contact, the consumer may prefer to talk with a consumer representative. In other cases, the consumer may prefer to quickly and efficiently complete a transaction without the hassle of dealing with the varying speed of other human beings. IVR systems that present these choices make for happy, repeat customers. Making your customers feel empowered gives you an edge in today's world.
Through IVR, companies and agencies benefit from savings in time and money. As we all know, in both the business and non-profit world, time is money. Fewer customers using service agents means more customers can be served at a higher profit margin or less agents are needed to provide the same level of service.
When more customer needs are met without the use of a customer agent, agents can more effectively address issues which require their attention. This makes for satisfied customers (which means repeat business and good word of mouth) and happy customer service representatives. Employee satisfaction helps you get the most out of your employees while retaining the best workers. IVR prompts that integrate information flow and company assets give agents the information they need to meet customer inquiries with minimal frustration. This is another bonus towards employee retention.
If you take only one thing from this post (and we hope you take many), remember: top notch IVR solutions lead companies to success.
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