Monthly Archives

October 2014

9 IVR Best Practices You Need to Know

By | Best Practices, IVR | No Comments

Interactive voice response (also known as IVR) is one of the most notorious service channels of all time. Originally introduced to decrease the amount of time agents needed to spend on the phone while increasing the number of problems solved. Unfortunately, IVR ended up creating brand new problems for the customer: long hold times, confusing menus and the continual inability to reach a rep. Today, only 13% of consumers think IVR is easy to use, and only 15% believe IVR use benefits them.

Luckily, IVR doesn’t have to be this way. Over two-thirds of consumers would prefer to use self-service technologies like IVR rather than speak with a live agent; they just haven’t had a great experience with it until now. Here are nine IVR best practices on to help you create a better service experience for both companies and customers.

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skydiver

How to Provide the Ultimate Contact Center Experience

By | Contact Center, Customer Experience, News | No Comments

Providing the best customer experience can be a daunting task, but Whitepages’ Jordan Reynolds has a few ideas on how to do it. In his blog post, Reynolds writes that customers are looking for a personal, one-on-one interaction, with a small-town, coffee house kind of feel. Reynolds had the chance to talk with OneReach’s Kevin Fredrick, who pointed out that “customers just want to feel known over the phone” and that context helps provide that.

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Can You Text Your City?

By | Big Ideas, Government, Texting, Use Cases | 2 Comments

Can you text your city? You could if you lived in Evanston, Ill.

Just north of Chicago, Evanston is one of the most tech-savvy cities in the country. Ever since they launched long code texting a couple of months ago, they’ve been able to reach out to community members as well as allow the community to reach out to their city.

Luke Stowe, digital services coordinator at the City of Evanston, spoke with OneReach to talk about how texting is transforming their community outreach efforts.

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Want to Improve Your Customer Experience? Introduce ITR

By | Customer Experience, ITR, Texting | 2 Comments

Raise your hand if you hate phone-trees.

Yep, my hand is up too.

But what if you didn’t have to interrupt your day to glue your phone to your ear, listening to the same monotonous options play while you put your day on hold.

What I’m about to tell you next may seem shocking, but it’s true.

You can text phone trees now.

Crazy, right? Actually, not so much.

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What Is An API And What Can It Do For My Business?

By | Integration | No Comments

I was recently at an industry event in London and found myself speaking with a highly qualified and experienced developer. This is the kind of guy who has been building voice applications for decades. And he was pissed.

He was pissed that the years of experience he had building voice apps didn’t mean anything anymore, that younger programmers were just as good at building apps as he was. That’s because today you don’t need to build as much thanks to APIs (application programming interfaces) that work with seemingly everything. All of the skills that used to be his competitive advantage have been productized by companies who have created easy-to-use APIs and charge fractions of a cent for usage.

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phone call

These Overused IVR Phrases Have Got to Go

By | Gripes, IVR | No Comments

Almost every IVR contains one of these frustrating phrases:

  • “Please listen carefully, as our menu has changed.”

  • “We are currently assisting other customers. Your call will be answered in the order in which it was received.”

  • “You can find information on our website at…”

When working with an integrated voice response (IVR) system, there are a number of things you have to take into consideration. Although IVR lets companies handle multiple customers at once, the prompts can become redundant, driving customers to hang up or bypass the menu altogether.

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