Category

IVR

OneReach Crafts Unique Campaign With Stella Artois

By | Big Ideas, IVR, News, Use Cases, Voice | No Comments

Are you ready to say bonjour to the simple life? Stella Artois thinks so.

OneReach recently collaborated with Stella Artois, ad agency Mother New York and production company Stopp to create a unique user experience for Stella Artois web visitors. To promote their Hamptons Picnic Properties sweepstakes, Stella Artois provided users with an interactive experience where users could chat with brand ambassador Le Président before entering to win the competition.

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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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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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Interactive Text Response is the New IVR

By | Automation, Big Ideas, ITR, IVR | No Comments

With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past.

Modern speech technology dates as far back as the 1930s, but IVRs didn’t really come into their own until the late ‘90s. In theory, customers would be empowered to solve their own problems while agents would be able to handle more pressing calls with IVR. In actuality, this new system caused companies to value speed over service, stressing out agents while creating more and more dissatisfied customers.

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Self(ish)-service: How Misused IVR Ruins the Customer Experience

By | IVR, Self-Service | No Comments

People hate IVR, everything from its automated voice to its endless wait times to its frantic button mashing. In fact, only 13% of consumers think IVR is easy to use. Callers can never be sure if they’ll encounter an effective self-service tool, an ineffective self-service tool, or a call routing system. However, most experiences end the same way: with one frustrated customer.

IVRs were originally created to decrease the amount of time an agent had to be on the phone and increase conversions. Unfortunately, they didn’t do as good a job reducing the amount of time for the customer. As companies reaped the financial benefits and agents had more time to work with, customers grew increasingly dissatisfied with the IVR system. Today, only 15% of consumers think IVR use benefits them.

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