Create a Smart IVR for a Better Customer Experience

Create a Smart IVR for a Better Customer Experience

Faith Ocampo Published on July 8, 2016Last updated on January 12, 2023

As its name implies, interactive voice response (IVR) systems are meant to be interactive. When not optimized, however, they can drive customers away.

It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required to solve a particular issue. To do this, it uses voice prompts to gather information. Customers then input data via their phone’s keypad to provide the appropriate responses.

It doesn’t help, however, that many customers are averse to IVRs, especially if they complicate the transaction. According to a recent survey, close to 70% of customers hang up the phone if they couldn’t talk to a real person. Your voice response, therefore, must not prevent the caller from reaching an agent.

On the contrary, it should allow customers to find the person who could help them, and it must do so quickly.

In short, IVRs are meant to make voice customer service easier and faster. Given that over 50% of customers prefer to use the phone to solve complex issues, contact centers must make interactions as hassle-free as possible.

The solution is to build a smarter IVR system. To do this, you need to make use of advanced call center technologies. But with the vast array of tech tools you can acquire, choosing the right software can be challenging. Keep in mind these guidelines so as not to lose sight of the IVR features you must prioritize.

  • Simplify the Menu

    call center technologies depiction landline telephone on jigsaw puzzle

    When you make callers choose from a series of long options, you’re making the conversation seem robotic. Organizing the menu and minimizing the steps that a customer must take to reach an agent make for a better customer experience.

    To solve this, why not use open-ended questions as part of your voice response? Prompts such as, “Hi! How can I help you?” allow customers to respond in a casual manner. To decode their responses, you may use speech analytics tools that can understand complex messages. Once the issue has been categorized, your IVR can then direct the call to the right agent.

  • Make Your IVR System Talk Like a Real Person

    call center technologies depiction toy robot using landline telephone

    Here, we’re talking about the quality of voice and tone your responder adopts. Remember that you can’t use facial expressions and body language over the phone, so you must make up for this limitation by enhancing the human quality of your auto-response system.

    Using natural phrasing and free-flowing conversations creates a better impact on customers. It promotes trust and understanding and conveys authenticity.

  • Instead of Passwords, Use Voice Biometrics

    call center technologies close up lips woman using calling telephone

    Asking for PINs and passwords to verify a caller’s identity is a good thing—it means you’re concerned about your customers’ security. However, for many callers, having to remember passwords could be a major annoyance.

    There are plenty of advanced call center technologies that could make this process easier. Incorporating a voice recognition software as part of your auto-responder would allow you to implement voice biometrics. This way, you can verify callers’ identity, store their voiceprints in your database, and recognize them right away should they call again.

  • Your Other Channels Must Be Just as Smart

    call center technologies depiction onsceeen telephone icon phone

    Customers remain loyal to brands who provide consistently high-quality customer service across all channels. Improving your IVR is just the first step toward a better customer experience. Simultaneous with your effort to revamp the IVR system, you should also make your other channels smarter.

    For instance, voice biometrics—a technology that can improve your auto-responder—can be used in other ways besides identity authentication. You may use it to create a voice-based virtual assistant that guides users through your mobile app or live chat platform.

Bottom line is, you should make your multiple channels equally efficient by making the most of the advanced call center technologies you already have. Doing so can make customers’ lives much easier.

Partnering with a trusted outsourcing firm has become a business strategy for providing trouble-free 24/7 multichannel customer experience. Contact Open Access BPO today and let’s start building a customer support program for your brand, tailored to your customers, goals, and budget.

 

Read More


 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
Stop losing customers and start building a stronger #CustomerExperience!
Discover the crucial mistakes every brand should avoid for maximum #CustomerSatisfaction: https://buff.ly/3Ozqo3H

----------
For smart, seamless #CallCenter solutions, partner with a #CX expert that gets results: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CSat #CustomerSupport
#CustomerService #OutsourcingCX
Open Access BPO
Open Access BPO2 days ago
No matter how popular your brand is, losing customers is something you can't avoid. But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/3WvUcQM

----------
Prevent customer churn with our smart #CustomerExperience solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO
Open Access BPO2 days ago
#CustomerService isn't just about resolving issues, it also gives multiple opportunities to create genuine connections with your customers.

Here's why personalized customer interactions elevate #CustomerExperience (and 4 tips to aid you in this process): https://buff.ly/3BRmHip

----------
For #outsourcing services that build and maintain strong customer relationships: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CX
#CSat #CustomerSatisfaction
Open Access BPO
Open Access BPO3 days ago
Introducing a game-changing era in #CustomerSupport!

Dive into our latest blog post to discover #CustomerExperience trends that brands must embrace to elevate their #SupportStrategy and win hearts.

----------
Let's start crafting a #CX plan that addresses your customer's needs and your brand's goals: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #outsourcing
#CustomerSatisfaction #CSat
Open Access BPO
Open Access BPO4 days ago
Each generation has its unique expectations and preferences from the brands that cater to them.

Discover how #CustomerExperience varies across generations and learn how you can satisfy each: https://buff.ly/43ij4OF

----------
Expand your reach and cater to diverse markets with our 24/7 multilingual services: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage #CX
#CustomerSatisfaction #CSat
#CustomerService #CustomerSupport
Open Access BPO
Open Access BPO4 days ago
Asking the right questions enables your #CallCenter agents to create memorable #CustomerExperience with every interaction. Making this part of #CustomerService training will hone your agents into great conversationalists and effective problem solvers.

Consider these 4 types of questions and how they contribute to a results-oriented conversation: https://buff.ly/3orRH5d

----------
Arm your brand with the best #multilingual customer experince team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO