Some companies still haven’t found the magic recipe for providing a great customer experience, but OneReach’s Elias Parker might be able to help them out. In an article published by UX Mag, Elias lists seven things companies can add to spice up their customer experience, including speed, variety, and consistency.
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.
Who doesn’t love “Back to the Future,” the ‘80s classic starring Michael J. Fox as a teen time-traveler who accidentally travels back to the ‘50s, putting his own existence in danger?
But what if Back to the Future had happened today, sending us back 30 years to 1985?
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.
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.
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.
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.
No matter what industry your business is operating in, it can undoubtedly benefit from multiple channels of communication. By contacting customers in real-time, your business can make sure they are receiving the attention that they need, when they need it.
It’s time to take your contact center into the 21st century with SMS.
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.