5 Best Practices to improve customer satisfaction using IVR
Today, consumers demand a top-class customer experience and look for fast efficient resolution of their queries. Call centers have acted as a primary choice of customer support. Today, 39% of consumers prefer using phone support over any other customer service channel. Your call center plays a critical role in your customer service strategy because the experience that customers have when calling your company dictates their future with your brand. If you’re consistently adding value and reducing friction within these interactions, you’ll be more successful with delighting and retaining your customer base.
The
reason why IVR systems are widespread is simple. Customers have higher
expectations for customer service and IVR systems help support teams respond to
customers on time.
- A
simple and easy menu
You
need to be extremely careful when choosing your menu options. Too many options
will be cumbersome. You should also put the most relevant options first. This
used to be harder, thankfully, voice recognition allows a lot of flexibility
without overcrowding your menu.
- Immediate
Human assistance when needed/An easy option to bypass your IVR/ an easy
opt-out
IVR
Systems are wonderful, but they can’t handle every situation. In some cases,
you will have to allow the customer to reach out and talk to an actual person.
At times when a customer is frustrated and needs a quick resolution, it’s
better to present the customer with an option to go straight to a live
agent.
- Value
your customer’s time/Don’t keep your customer waiting
One
of the most important aspects of a successful IVR system is showing your clients how much you
appreciate their time. You cannot expect your customer to be on the call
through the entire IVR flow. Having important messages on your greeting will
help you accomplish that. You should also consider adding messages while they
are on hold.
- Regular
check of IVR system
Any
mistakes in your IVR system will lead to frustrated customers. Whether an
option leads to the wrong place, or stress makes the system crash constantly.
Those kinds of problems need to be swiftly diagnosed and dealt with. Lucky for
you there are many ways to efficiently test your system, making sure there is
nothing to bother your clientele.
- Improved
Personalization/Personalize as much as possible
You
can take things one step further with this trending IVR feature. Familiarity is
a great way to encourage consumer loyalty and satisfaction. IVR systems can be
programmed to identify the caller with the information they provide, their
previous interactions, and presented with personalized greetings. This could
also help them connect to the same customer service agent they talked to last
time further enhancing the call experience.
Following
these simple tips will result in a user-friendly IVR system, meaning happier
customers, which is always welcome. If you’re still not sure how to get the
perfect IVR system for your business you can leave it to us. We have all the
experience needed to ensure your IVR enhances your customer support.
No comments:
Thanks for the comment you can also visit our blog library here - https://studio52.tv/blog/