Customer service is serious business — and merely selling useful products or providing a convenient service isn’t enough to beat today’s competition.
Truthfully, you must constantly strive to heed your customers’ expectations and desires. In other words, going above and beyond is the name of the game. Furthermore, in order to score more return business and have your customers spread the word about your operations, you need to do everything you can to provide your customers with the best brand experience possible.
Interactive voice response systems are one of the latest tech tools available to help boost your customer service efforts. In fact, investing in an IVR system through your cloud contact center can help to better route Support requests within your company, as its built-in omnichannel experience — phone, email, online chat and social media capabilities, to name a few — gives your customers the ability to choose how they would like to interact with your support staff.
Need a little more 4-1-1 on Ivr Systems before making an investment? Here are three ways this technology can help reshape your company’s’ customer service efforts:
1. More Productive Wait Times
We all know the routine: After having a poor or lackluster experience with a product or service, many consumers will inevitably call the company’s support line — only to wait on hold for what seems like an eternity. Then, when you finally connect with someone, the support rep inevitably says they need to transfer you to another department to resolve the issue.
And boom — you’re back on hold. In fact, you wind up being so frustrated that you hang up without ever getting your issue resolved. Don’t do this to your customers, especially if you’re looking to reshape your overall customer service experience. That’s where a Dependable Ivr system can do wonders.
When customers call your cloud contact center, having a dependable IVR system in which your customers can interact will ultimately make their wait time — and overall brand experience — more seamless and (perhaps) gratifying. Case in point: Your support reps won’t have to gather important information — the customer’s name, birthdate, account number and the reason for the call — that the customer likely already communicated to your trusty IVR system.
Ultimately, investing in this technology will allow your support staff to find out the reason for a customer’s call that much faster before routing the call to the correct department. Not only does this provide more efficiency — thus, reducing wait times — but it also cuts down on customer frustration due to long, tedious wait times and transfers.
2. Improved Service
The sooner you understand your customers’ issues and the manner in which they need help, the better you can address their needs. In fact, by investing in IVR technology, your company will be able to collect customers’ information that much more efficiently before forwarding their call to the appropriate department.
Additionally, your company can use similar automation and predictive analytics to determine whether customers are encountering any barriers using your products and/or services and how they’re enjoying their overall experience. Ultimately, this enables your employees to brainstorm possible solutions before having to directly respond to customers.
In fact, you may want to gather or develop a series of support documents, how-to articles, FAQs, videos or other digestible content — these resources should live on your website and/or be emailed to customers — in order to more expeditiously rectify your customers’ concerns or issues. You even may be able to upsell or cross-sell products that will help them with common issues.
3. Customer Feedback
Your company may also want to conduct routine surveys and polls via your IVR system to better gauge customer satisfaction, according to Business.com. For example, after completing the customer service call, chat or email exchange, enable your IVR system to conduct a quick survey about your customers’ overall experience. Ultimately, this will help you determine in which areas you’re succeeding and which require more room for improvement.
For example, if your customers routinely contact your company about an issue with a product or service, have your developers come up with more viable ways to rectify it. Furthermore, if you keep hearing complaints about something your business doesn’t offer, you may want to talk to your sales and marketing teams in order to better align your customers’ wants and expectations with your offerings.
Remember, knowledge is power, so don’t take this opportunity for granted.
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