IVR Self Service
Be open for business any time of day, or night
Self-Service is about offering customers the chance to engage with you in whatever way suits them, at any time of day. Whether it’s making purchases, changing or making appointments, or checking a bank balance - letting your customers do this when it’s convenient for them is a great customer experience for those that are happy to sort things out themselves. It also means you can be open 24x7x365 without having agents working around the clock.
Modern Self-Service solutions harness natural language so your customers can use their own words to get to where they want to be, and no more long menus to navigate. It is also a time-saving tool for identifying and verifying your customers before they even start using the actual solutions.
Working with Eckoh
At Eckoh we look at the bigger picture of customer engagement and recognise that to create a truly outstanding customer experience your contact centre needs to blend Self-Service tools with Omnichannel ones. This is possible through the Eckoh Experience Portal where you can create seamless journeys for any device that let your customer's channel shift from IVR tools agent-assisted ones such as Web Chat or Co-Browsing.
Because we deliver this through the Eckoh Experience Portal you can take the solutions that you need today and add new ones when you need them.
How we helped Ideal Shopping
It is exciting to see the progress and dramatic efficiencies that Eckoh’s Self-Service solutions are giving us, not to mention the speed in which our customers’ queries are handled. We’ve not only had a great response from our business, but our customers are wholly complimentary about how easy it is to do business with us.
Here's the benefits
- Customer service open 24x7x365
- Authenticate callers at the start of the engagement
- Handle more customers at the same time and prevent queueing
- Improve agent performance by freeing them from repetitive tasks
- Motivate agents by allowing them to handle more personal interactions
- Let customers use their own words to get to where they want to be
- Make it simple for customers to engage and resolve queries – fast
Too many calls to handle?
If so, then consider automation to ease the pressure and improve the experience.
eGuide to Self-Service
How did self-service came about? What we can learn from the past? and how technology has enabled evolution of self-service into a ‘channel of choice’ for today’s consumers? Download our eGuide – Self-Service – finding the right balance of tools to discover what it can do for your customer engagement.