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

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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Join OneReach As We Host Next Week’s #ICMIchat!

Mark your calendars! OneReach will be guest hosting two #ICMIchats in September!

The first chat is coming up next Tuesday, Sept. 2, and will talk about providing and managing self-service in the contact center. The second OneReach chat will take place three weeks later on Sept. 23 (subject TBD!)

The conferences kick off each Tuesday at 1 p.m. ET (11 a.m. MST).

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Mobile Apps vs. Text Chat: Which One Is Better for Business?

In the business world, the ability to utilize and offer intelligent automation solutions is a crucial part of continued growth. In the contact center environment, introducing alternative channels like text and chat can lower costs while providing customers with a range of options. Over the past few years, mobile apps have become a prevalent fixture in innovative business technology, but using this type of platform can be expensive.

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Email and Voicemail Are in Hospice

Remember when TV used to only be on television? Remember that “Can you hear me now” TV commercial for Verizon?

Would you say that the new version of “Can you hear me now” is “Did you get my email?” or “Did you get my voicemail?” I wouldn’t – quite simply because everyone sends text messages–and reads them–really really fast. In fact, if I had sent you a text when you started reading this article, there’s an extremely high probability that you’d have already read it by now.

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A Beginner’s Guide to Contact Center Terminology

Learning contact center terminology is like learning a new language: there are a lot of basic terms you need to master to carry out a conversation. That can be pretty tough to do if you’re mixing up your KPIs and APIs, but luckily, OneReach has got your back. Here are definitions to some of the most common terms in the industry.

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OneReach Proudly Supports The USA Pro Cycling Challenge

The only thing more exciting than hosting The 2014 USA Pro Cycling Challenge in Colorado is having it supported by the OneReach platform!

The US Pro Cycling Challenge is leveraging the OneReach SMS Contact Center Solution to make it easy for spectators to obtain key event information by simply texting the word “info” to 70700.

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OneReach Partner Named ICMI Thought Leader

OneReach’s very own Elias Parker was recently named one of ICMI’s Top 50 Contact Center Thought Leaders on Twitter. If you aren’t following him on Twitter, you should be!

Elias is an active member and thought leader in the emerging communication ecosystem; he also regularly contributes to each week’s #ICMIchat. Check out some of his tweets below and follow him on Twitter at @eliasparker.

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[SUMMARY]–2014 Gartner CX Summit

The 2014 Gartner Customer 360 Summit delivered quite a bit of insightful material this year, all geared toward improving customer experience processes and business strategy. Want to know what true customer experience and effective management are? Answers and notable takeaways from the Summit below.

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[STUDY]–Two out of three customers would rather text you than call you

If you hate being put on hold for customer service, you’re not alone. A recent study conducted by Harris Interactive and commissioned by OneReach found that 81% of Americans think it’s frustrating being tied to a phone or computer to wait for customer service help. Among those who use text messaging, 64% prefer text messaging over voice to perform some kind of customer service activities. The same percentage of Americans also said they would have a positive perception of a company that offer text customer service.

Do you hear that, America? Over 200 million people would rather text your company than call.

The top reasons customers want to text a company are to check their order status, make/confirm reservations or ask a question. When faced with the option of waiting on hold, nearly half of all consumers with text capability would prefer to press a button to initiate a text conversation immediately over waiting to speak with an agent.

Younger consumers, students and adults with children in their household are the most likely to embrace text messaging as a customer service option. Additionally, over 60% of all consumers would have a positive perception of a company that offers text messaging.

Additional findings:

  •  Young women are the most likely to embrace texting for customer service.
  • 18-34 year olds are the most frustrated by being put on hold.
  • Younger men are most likely to use text for complex tasks (asking a question), while older men are most likely to use text for simple tasks (resetting a password).
  • Over 40% of parents with kids under 18 don’t check their voicemail.

Want to know more? Visit our website for the FREE full report or check out our infographic.

Happy reading!