First some facts for you: In a study done by Deloitte 92% of all people living in the Nordic countries in the age of 18-75 own a smartphone themselves or have immediate access to one. Check!
In another study done by ZDNet more than 50 % of all survey participants hate repeating themselves, don’t like to wait to talk to a human agent when calling a company, and would be completely fine with solving the problem themselves.
IVR stands for Interactive Voice Response and is an interactive and automated guide a caller is met with, when calling a contact center, and works as an alternative to human interaction. It has been a key feature for many businesses for a long time, but most of the implemented solutions are a very light version of what the full scope offers. IVR is replacing the long queues, and letting the callers find the answers they need on their own.
With Interactive Voice Response comes lower queue-time for inbound callers. You can go with several options, but the most common one is to trigger the IVR when the calling queue is longer than X minutes or X calls in front of the respective caller. Then the caller is presented with a virtual customer service agent, which can understand what the caller is saying, and help the customer towards self-service. The caller is then freeing up time in your queue, and for those callers that wish to talk to a human agent, can do so much quicker than without IVR implemented.
When you connect your IVR with other automation solutions like your web-based chatbot or RPA solution, you get a much greater ROI from your investment. The chatbot and the IVR feeds one another with information, and the artificial intelligence and machine learning built into the IVR and chatbot keeps developing the features to become smarter. It is also important to take into consideration if the IVR platform can understand intent and be responsive, and thereby, provide a desired end-conversation: Whether it is a cross-sell, up-sell, reference, or whatever it might be.
If a customer interacts with your contact center or brand in general (and the customer is known in your CRM), then you can report on multichannel touchpoint for that customer. This helps you better to understand where your customer seeks different information, where you are doing your optimal, and most importantly where you can improve.
Real-time and built-in data visualization features are available to analyze every individual interaction, a series of coherent interactions, and the complete dataset. It is all about taking your customers through that journey that ensures a satisfied and, in the end, loyal customer.
The agents do not have the stress of a constant blinking red light on their phone, and just seeing the queue number going up. They can handle the human interactions with grace, personalization, and engagement without the stress. This will be amplified further when you have your IVR interconnected to an RPA and an RDA solution, creating that complete business process automation.
This you might have already guessed. The whole reason behind implementing an IVR is to create a seamless, customized, and perfect customer experience for that exact customer. No two customers are alike, and everyone should have different options to interact with you to better accompany the customer’s needs and wishes.
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