The art of service revolves around availability, tailored solutions, and taking ownership of a customer's needs. However, the most important factor is availability since all other aspects hinge on this parameter. IVR testing can help you take 100% ownership and provide the customer service every successful business is looking to achieve. In the Financial Industry, for example, 24/7 availability is an absolute must, and this level of operation would not be possible without using an IVR system. … [Read more...]
Improve Customer Experience with IVR
You know you can cut contact center costs by using Interactive Voice Response (IVR), but many companies do so with the knowledge that they might negatively impact customer approval. While a live agent is generally preferred by customers, it doesn’t mean you can’t improve the customer experience when they call into your IVR and boost satisfaction rates. It’s worth acknowledging that, while many companies might try to sell IVR to customers as a way to improve service, customers know the … [Read more...]
Why IVR Monitoring is Important for Better Service
Across a variety of industries, Interactive Voice Response (IVR) monitoring is making it possible for organizations to offer better service, reduce costs, and improve the productivity of employees at all levels. The IVR systems of two decades ago, that had everyone punching at the zero for an operator have been replaced with intuitive systems that are able to recognize broad ranges of speech patterns and even predict customer needs. IVR monitoring ensures that any time a system experiences … [Read more...]
What Businesses Need to Know About IVR Testing
The interactive voice response (IVR) system is a necessary tool, and some would even consider it indispensable. It's the tool that, when used correctly, reduces the call load on your professional, paid agents, handles simple problems at all hours of the day and night, opens up the possibility of true omnichannel capability, and more. Of course, though, it has to be working properly. This is where IVR testing can be useful, but IVR testing itself isn't as simple as some may expect. What is IVR … [Read more...]
IVR Benefits Small and Large Companies Alike
When you think of automated phone systems, it may immediately bring to mind a robotic, monotone voice stating, “Press one for customer service.” The days of frustration with early automation are long gone, as are the aggravations of saying “Call Steve,” only to have your phone say “Calling Pete.” Communications technology has advanced in some exciting ways that make interactive voice response (IVR) a valuable tool for companies and a convenience for customers. IVR benefits cut both directions, … [Read more...]
What Is IVR: Can You Optimize the Customer Experience?
Consumers expect an immediate response from companies, and they expect their interaction with your company to be fast, easy, and convenient. Interactive voice response (IVR) is the tool many companies use to meet this expectation, providing a streamlined process for customers to resolve problems, ask questions, and gather information. What is IVR? IVR technology has been around for decades; it’s simply any phone system designed to funnel calls through an automated process. It began with a … [Read more...]