According to CustomerThink.com, customers are four times more likely to go to a competitor because of poor customer service than because of product features or price. Companies that want to set themselves apart from the competition will improve the customer experience by reducing wait times and solving problems faster. Contact centers are utilizing IVR systems to streamline customer-to-brand correspondence.
What is IVR?
IVR stands for “interactive voice response.” These automated systems have pre-recorded responses that help serve the customer to quickly and methodically meet their needs. The primary benefits of IVR systems are:
1. Important information about the customer and the query is collected.
2. Wait times are reduced because customers can solve problems on their own.
3. When necessary, calls are routed to the agent who can best address the customer’s needs.
How to Choose IVR Technology
Some IVR systems have more functionality and are more effective than others. Choosing the right one for your contact center will allow you to best serve the needs of current and prospective customers. Keep these three recommendations in mind when shopping around for an IVR system.
1. There needs to be a seamless transition between the automated system and live agents. The IVR system you choose should gather data and have that data ready if a live agent has to take over. The customer shouldn’t have to repeat themselves.
2. Simplicity is important. IVRs needs to be uncomplicated and options should be easy to navigate. Moreover, complicated transactions shouldn’t always be automated. Once the system determines that the customer has a complex issue, the call should be redirected to a live agent who can handle in-depth inquiries.
3. Even if the customer is going to solve their problem using the IVR system, they shouldn’t be faced with a lot of work to do. Beginning-to-end, customer effort has to be as limited as possible. IVR systems shouldn’t take a lot of time to get through.
When selecting an IVR system, contact centers should do their research to ensure they’re getting the features that are important to customers. Automated systems should make the agent’s job easier while improving the customer experience.