Even though customer communication using digital channels has increased dramatically, the phone remains a prominent way to resolve complex and urgent queries. The Interactive Voice Response (IVR) system acts as the front door of the organization for customers. Despite the IVR being one of the most important parts of a customer’s journey, many organizations have not updated their systems. Instead companies opt to add new digital communication channels or streamline their operations.
Up-to-date Knowledge About the Customer’s Historical Interactions
Modernizing IVR systems is of paramount importance by incorporating them into their Omni Channel customer experience strategies. Customers and agents benefit greatly from an updated IVR that integrates customer data from across channels. Customers will gain simplified, tailored self-service menu options and if needed, they can be routed to the right agent to handle their query. When IVRs are integrated with CRM data, agents benefit by having more up-to-date knowledge about the customer’s historical interactions. Contact centers must also tailor self-service options, much like the simplicity of smartphone apps and social media, to meet the needs of connected customers in order to reduce the call load on live service agent. Oftentimes, customers are connected – whether via web or mobile – while in an IVR system itself or waiting on hold. During this time, there is an opportunity for contact centers to push data via SMS, chat or other visualized systems if a customer is calling from a mobile device. This will help ensure the customer is engaged and improve accuracy of menu choices. To guide contact centers that are upgrading their IVR systems, we follow best practices which are:
- Make phone self-service part of the Omni Channel experience
- Implement simple menu options that incorporate mobility
- Encourage resolution in the IVR where possible
- Use data to understand and predict customers’ needs
- Update an IVR regularly to enhance the customer experience.
There is a lot of room for IVR modernization in today’s market. Our team at C Square has the expertise of designing a Customer Centric, Dynamic and Interactive IVR to meet business demands. Our IVR acts as Intelligent Front Door for the organization, where upon receiving calls the IVR can predict the purpose of the call and the best possible means of handling the call. We ensure a lesser burden on the agents and enable them to handle more productive and valuable calls while self-service calls manage themselves on their own.