Communication is KING in our new world of endless texts, emails, tweets and posts. In fact, I bet you can’t remember how you got through a day before your phone was permanently attached to your hip. We seem to be reaching...
Communication is KING in our new world of endless texts, emails, tweets and posts. In fact, I bet you can’t remember how you got through a day before your phone was permanently attached to your hip. We seem to be reaching a critical point in the volume and number of forms of personal communication we are engaged in. Amongst the torrent of communication we all encounter in a day - how do you cut through the noise? How do we get our customers to listen, and provide them an opportunity to be heard?
We ask the same questions when we look at the true interaction involved in Interactive Voice Response solutions (IVRS). Will your IVR just create more noise for your customers? Will your system simply be a glorified dialler or an auto attendant or will it actually be effective and interactive? Will people actually like to use it? How many customers will just “zero out”?
We’ve discovered a simple yet powerful answer. To rise above the noise and be heard with your IVR, the caller must gain something of value by using your system. The value could be as simple as saving time; perhaps paying a bill is 30 seconds faster using the IVR than with a live attendant or on your website. Or, the value could be in the recent nature of the information. Perhaps a customer calling their local utility can access the most up-to-date outage information via IVR which is not yet available on the website.
In the new world of constant communication here are just a few things we’ve learned that might help you create value in every call for your customers and help you get the most out of your IVR.
Outbound IVR solutions have their own unique set of additional interaction do’s and don’ts.
Working closely with leading hospitals, colleges, utilities and many other organizations has given the team at Vocantas an edge when it comes to successfully deploying IVR solutions that LISTEN. We use our knowledge of human behaviour to deploy IVR solutions that are truly interactive customer experiences. Our proven successful solutions take the guess work out of building an IVR that works. Our IVR systems return value to the caller which guarantees that our customers see great ROI. By putting the “interactive” back into interactive voice response Vocantas solutions deliver results.
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