IVR surveys by phone are the most efficient way to collect caller feedback in your contact center rapidly. Moreover, by rapid, we mean “right away.” Through our partnership with Qualtrics, we feed your IVR survey results immediately into your Qualtrics dashboard for real-time speed to insights. This way, you can quickly react to any issues […]
Aligning Chatbots With Customer Personas And Journeys
With conversational AI (artificial intelligence), chatbots allow the world’s best brands to self-serve customers 24 hours a day, seven days a week, 365 days a year. As consumers, our experiences are often either really good (simple and easy) or not so good requiring human intervention. It’s essential to focus on your customers and their journey […]
Don’t Let Technology Drive Your CX Strategy
There’s a great deal of buzz around the new technologies available for contact centers and customer service operations. The buzz includes things like Artificial Intelligence, ChatGPT, Robotic Process Automation, ChatBots, Predictive Analytics, Voice Biometrics, Internet of Things, and many more. The promise of improved customer relationships and experiences is tantalizing. In an interview, Ben Motteram’s […]
Chatbot Demo Video: Payments By Text
Allowing your customers to pay their bills through a quick and easy text message is the ultimate convenience and customer experience. With saved payment information and integration between your gateway and our Compass Automation Platform, making a payment by text takes less than a minute. Watch our demo video to see just how easy it […]
Compass Journal: Edition Four: Proactive CX
September’s newsletter features a wide range of topics on delivering improved customer experiences through voice and text automation on our Managed CPaaS, the Compass Automation Platform.
Proactive CX: Stay In Front Of Your Customers
To keep up with consumers’ rising expectations, today’s companies strive to provide a connected experience across an expanding number of digital, telephone, and physical channels. These expectations are why it is essential to shift from a reactive approach to a proactive model that focuses on cross-channel customer journey success. The Cost Of Bad Experiences It’s […]
Make it Easy For Your Customers to Opt-In to Text Payments
Text-to-Pay is becoming a prevalent topic of conversation among current and future clients. And it’s for a good reason. Paying by text message is the easiest way to pay your bills. In the age of COVID-19, it’s the most touch-free payment method available. Best of all, from a customer experience standpoint, nothing could be more simple.
Using Communication Automation To Improve Collections
Profitable revenue is essential for every business. As “work from home” becomes the new normal, keeping that revenue coming in is as vital as ever. Many companies leverage automated IVR systems for collections for many critical reasons. Let’s review the top four. Notifications and Reminders While most people think of traditional IVR systems for intelligent […]
The ROI of Real-Time Customer Feedback With Voice Surveys
In contact centers, the customer experience happens in real-time. As a result, the acceleration from a loyal to dissatisfied customer can be mere minutes. The shift from loyal to dissatisfied is often due to a gap between understanding their actual experiences and what experiences you intended. To identify and fix the gap, you need real-time […]
We’re Excited To Announce Our Partnership With Payroc
Payroc, a global payment processing company, has selected IVR Technology Group to offer their merchants using RewardPay Choice with secure 24/7/365 automated payments by phone. Payroc’s RewardPay Choice is their premium processing program, processing $33 Billion in annual payments in 46 countries. Payroc, one of the industry’s fastest-growing payment processing companies, needed to expand its […]
How Contact Centers Implement Customer Experience Surveys
Brands understand the importance of listening and learning from customers like never before. And because of this, the need for contact centers to offer surveys for listening and learning from customers is no longer optional; it’s essential. As contact centers begin to listen, learn, and measure customer experience, surveys are essential. Here are the ways […]
How Contact Centers with Remote Agents Handle Payments
With more contact center agents working remotely, how contact centers handle payment processing has changed. Before COVID, when many contact centers were still brick and mortar facilities, controlling the environment to allow agents to take payment information over the phone was still acceptable. Not any longer. What changed? Several things have changed in this “new […]
Compass Journal, Edition Three: Engagement Conduit
We value our relationship with your team and share these quarterly updates to help spark new ideas for you, your business, and our partnership. We’re passionate about your success and delivering fanatical customer WOW experiences and key business results.
What Is An Engagement Conduit? And Why You Need One.
Our new website and branding tout that, “We are the engagement conduit that enables extraordinary experiences between you and your customers.” To understand what we mean, let’s think about what an “engagement conduit” might be. For example, consider this blog post; you’re reading it thanks to a type of engagement conduit, a web application server. […]
What’s the difference between non-integrated and integrated solutions?
Everything we do for business today revolves around technology. Companies use systems like Enterprise Resource Planning (ERP) for managing and planning for success. These areas generally include financial, order processing, logistics, manufacturing, supply chain planning, procurement, and project management. At times business needs will require a solution that is outside their IT core competencies. When […]
Best Practices For Obtaining Text Messaging Opt-Ins
SMS text messaging has become an essential method of communication between companies and their customers. One of the challenges companies experience is how to gain approval from customers to engage with them using text messaging. Below are five ways we’ve helped companies gain opt-in confirmation from their customers. Web Portal Check Box Most organizations have […]