Fine Tuning Your IVR Can Win You Customers

If you’re looking for new ways to improve customer service, then why don’t you look at refining your old ways? The phone channel is still a hugely important channel.

IVRs have been around for half a century now, so callers are much more familiar with them. Many people use the same IVR on a monthly, weekly, even daily basis, so they know exactly how to get to the right place or complete their task within the IVR. Think comfy slippers.

These callers are much more familiar with the way a system works – probably more than was anticipated when it was designed. In fact, they may be so used to the path they take that they no longer even hear the other options or messages you have worked hard to include!

One size doesn't fit all

But just because lots of people view your IVR as super-comfortable doesn't mean that other callers don't find it abrasive and a poor fit with their needs. What about new customers that aren't familiar with the quirks of your IVR, or callers with very little time or tolerance?

The trouble is ... they may not tell you they're unhappy.

Sure, some will air their grievances on social media and you may see a trend in your feedback scores. Callers may also vent their frustrations to your agents.

But some customers may just walk away in the direction of a competitor, while sighing deeply. Your bottom line will notice — along with any call center analytics you use.

So how can you take action before a trickle becomes a mass exodus?

Often, simple changes to an IVR can lead to dramatic benefits. We're not talking about investing vast amounts in new systems or enlisting a fleet of expensive consultants. Rather, these are subtle adjustments you can make fairly quickly and cost-effectively — to bring things bang up to date and meet the expectations of your customers. All of them.

By: Alex Monaghan
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Posted by eckoh at 1:14 PM on Jul 28, 2016

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