Interactive Voice Response (IVR) systems serve a great purpose when personalized to serve customers’ needs. When designed and implemented correctly, an IVR system can improve customer experience by 20-30%. Here are a few areas IVR systems can help improve customer experience. Reduce or Eliminate Hold Times Consumers no longer want to wait on hold. Immediate […]
Blog Posts About IVR and Automation
I Just Had The Worst Experience With a Chatbot IVR
In what world does an automated IVR chatbot that hangs up on callers after several minutes of interaction sound like a good idea? Anyone? Well, that’s what happened to me. Follow along to learn about IVR Chatbot Worst Practices. It’s the end of the day, we gather our pups and relax on the sofa for […]
How IVR Automation Lives In Harmony With Live Agents
It’s the existential dispute in customer service; live agents versus automation with a smart IVR system. Customer service is the new differentiator for consumers who generally see parity from one product to another. Poor experiences can turn customers into non-customers, or worse, vocal detractors. It’s essential to get it right. On one side, the argument […]
Customer Service Automation: The Little Things Matter
The latest insights showing gains in customer satisfaction through machine learning tied to natural language processing in customer service chatbots powered by artificial intelligence are now available in a new white paper that outlines the twelve steps for CX AI innovation. Don’t you love it when you see something like that advertised on LinkedIn or […]
Three Trends Driving A Shift Towards Customer Self-Service
Today, customers desire instant access and first-contact resolution to their needs. From the consumer’s standpoint, they’re continually seeking instant gratification, immediate delivery, instant service, and most importantly, instant satisfaction. This need for immediacy is impacting the traditional customer support model.
4 Best Practices For IVR Developers
Throughout my career, I have picked up a few practices to help increase the success of my projects and improve my own software development abilities. I will frame these practices through the lens of IVR systems, but most of them can be applied to any software domain. But first, if Google has directed you to […]
The Basics Of APIs & Their Role In CPaaS
“It is a profoundly erroneous truism… that we should cultivate the habit of thinking of what we are doing. The precise opposite is the case. Civilization advances by extending the number of important operations which we can perform without thinking about them.” — Alfred North Whitehead, An Introduction to Mathematics (1911) What is an API? […]
The Role Of Chatbots In Customer Experience
Businesses today compete on attention. Specifically, they fight for the attention of customers and prospects. Your business can be creating and selling the thing, but it’s what you do to retain customer loyalty and gain your prospects attention.
What is IVR? What Every Business Needs To Know.
Let’s start with the basics – IVR stands for Interactive Voice Response and in a nutshell, these systems can range from custom call flow trees you dial into, all the way to the sports updates that are sent right to your phone.
10 Simple Ways IVR Systems Are Used In The Insurance Industry
IVR systems allows for insurance companies to reduce expenses without sacrificing quality. If you’re looking to cut operating costs, and improve customer satisfaction, you should really consider implementing an IVR into your insurance company.
How To Handle Inbound Calls In A Financial Institution
IVR Software enables callers to get information about their account at any time, contact customer service, or even make a payment. Because customers will come calling, this is usually a staple for the phone line of most businesses.
10 Reasons You Should Consider Visual IVR
Most customers want to be able to find their own solutions. When it comes to self-service, an IVR can help. Yet, some IVRs have too many options or put people on hold for more than they would like. Take self-service to the next level with VIVR.
5 Simple Ways To Make Customers Fall In Love With Your IVR System
With more and more people turning to mobile apps and other channels, one might think IVR must be going downhill. It turns out the global IVR equipments market is projected to grow at a staggering 27.4 percent through 2019.
How To Improve Your IVR by Listening to Your Customers
If the menu tree for your IVR has too many options, your customers may hang up and call the competition. By cutting down options, your customers won’t be mashing the ‘0″ key to speak with an operator.
Are You Making These Mistakes In Your IVR-System?
When used properly, an Interactive Voice Response (IVR) system can provide a substantial ROI, but mistakes are bound to happen. Here are some of the most common mistakes people make when it comes to designing their IVR-System.
VXML Increases Industry Standards
Americans aged 65 and older, the most-used methods of communication are more likely to make calls using cell phones and landline phones. Through VoiceXML, businesses can provide personalized support to their customers in a cost-effective manner.