Are your callers trapped inside the IVR that time forgot?

Businesses get excited about rebrands, unveiling new websites, publishing ultra-elegant apps and attracting big followings on their social media channels.

But amid all the hubbub and euphoria, it's easy to forget to refresh your IVR at the same time. A big mistake.

When interactive voice response systems (IVRs) get overlooked, it's understandable for obvious reasons. You can't see your IVR, so it's out of sight, out of mind. Many people within your business probably don't converse with your IVR very much either.

But getting re-acquainted with an IVR that's lagging years behind the rest of your company may make you shudder and cringe — especially if you dial up and discover:

  • Your carefully-crafted brand values are missing. It's clunky and awkward instead.
  • The tone of voice is soooo last decade — and sounds blunt to the point of being rude. A human might be reprimanded for speaking to customers that way.
  • Some options are no longer relevant. Other new and important ones are glaringly absent.
  • The IVR says it's your company but it bears little resemblance to your website or other channels. Have you come to the right place? You would you trust it with your PIN number?

Without regular updates and the occasional refresh, you IVR can end up as the gloomy back yard of your business ... unloved, untended and with tumbleweed blowing everywhere.

It's time to refresh things —and get a step change in functionality

The good news is that it's possible and affordable to deliver radical changes to your IVR, beyond anything the industry imagined ten years ago. By evolving towards a multi-channel contact centre platform, you can surprise and delight customers again.

Callers expect to be treated as individuals, to be offered personalised choices, and to be able to reach their objective without queuing for an agent. You can make it happen.

Self-service has been revolutionised by caller identification methods and the ability to send SMS messages to the caller’s mobile phone. SIP telephony allows much more information to be passed to agents, increasing first call resolution. And there's more.

So rather than playing catch-up all the time, your IVR can actually lead the way — at the cutting edge of your business, showing the rest of your company how to represent your brand in the best way possible, enhancing customer service and securing greater loyalty.

By: Alex Monaghan
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Posted by eckoh at 8:33 AM on Aug 9, 2016


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