We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling. You hesitate, knowing that the voice on the other end is computer-generated, not human.
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Topics:
interactive voice response,
Natural Language Processing,
voice self-service
Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.
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Topics:
interactive voice response,
omnichannel,
voice platform,
digital workflows
An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on. In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.
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Topics:
customer service,
self-service,
interactive voice response,
IVR
An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on. In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.
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Topics:
interactive voice response,
IVR
Accounting for 27% of the total call experience, Interactive Voice Response (IVR) service menus help shave approximately 20% in operational costs. But despite the immediate cost benefits, recent surveys show 83% of consumers feel IVR systems provide little to no value or are purely to benefit a company’s bottom-line without much consideration to the customer experience. In fact, apparently only 7% of organizations currently offer an interactive voice response solution capable of delivering a better experience that of a live representative. So while IVR solutions can absolutely provide businesses with enhanced operational efficiencies one has to wonder at what cost if the solution is outdated, poorly implemented, or over-utilized at the expense of the very thing it hopes to deliver – superior customer service and experience.
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Topics:
customer service,
call center,
contact center,
IVR technology,
interactive voice response,
best practices,
IVR menu,
interactive voice response menu,
IVR