“Press 1 for sales, press 2 for marketing…” is a thing of the past. No one wants to navigate through endless menus only to sit in line forever only to end up with the wrong agent. Today’s modern IVR applications can help to identify customers and customize how they get their answers as fast as possible – sometimes even without ever talking to an agent. It can also assist in creating new ways to prepare customers so they know what to expect; you can allow customers to opt for a call back, or serve themselves, or a host of other options.
Nothing is more frustrating for a customer than going through an automated interactive voice response (IVR) system only to be asked the exact same questions when they reach an agent. With today’s modern contact center solutions, we can bring new technologies and integrations to your agents, as well as supervisors, to provide both a better experience for them, and your customers.
How are customers contacting you now? How many times have they called? Is it more important to know how long they have been on the phone, or how satisfied they are with your service? New modes of communication allow for new metrics to understand your customer’s journey. With analytics and advanced reporting you have much more data available to start asking different questions about how your customers are being treated, and more importantly, how happy they are with your service.