• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
IVR Technology Group

IVR Technology Group

Delight Customers. Reduce Costs. Increase Efficiency

  • IVR payments
  • text payments
  • products
    • Automation Platform:
      Roll your own voice & text applications
    • Payments Suite:
      IVR payments by phone, text & chat
    • Broadcast Suite:
      Automated alerts by voice, text & email
    • White Glove IVR:
      We can help decrease agent call volume
    • Automation Solutions:
      More CS automation solutions.
  • about
    • About Us
    • FAQ’s
    • Security First
    • Careers
    • Partner With Us
    • Our Valued Partners
  • contact
  • blog
PCI DSS Certified Level-1 Service Provider

Why Today’s Customers Expect Self-Serve Options

Growing up, I remember having to have an attendant pump fuel in my parent’s car. An attendant would ask what grade they wanted and then pump the gas. When we think about it, there were times when we would have to wait on the attendant while he served another customer. Can you imagine this today, waiting for fuel? Well, the same goes for customers in pretty much every capacity.

We, as consumers, have conditioned ourselves to protect our time. We believe every experience with a provider (whether we’re buying or need service) should be quick and straightforward. Below are a few of the reasons your customers expect self-serve options.

Time:

Just as in the case of waiting on the attendant to pump gas, we find ourselves waiting on a call to talk to an agent or at the retail counter waiting on someone to come over to serve us. Time is one of our most limited resources today. So, helping our customers the fastest way is essential. Voice and text automation has proven to be excellent ways of doing so.

Availability:

We all seem busy, and work hours are not always the best to pay our bills, call about additional services, or make regular requests of those who provide us services. We now expect service 24 hours a day, seven days a week, 365 days a year. Offering a digital self-serve option isn’t even enough. Instead, we expect multiple methods of self-serve – web, voice, text, chat, and so on.

Sensitive Information:

Frequently, we prefer to share more sensitive information with systems more so than people – thus, the reason for HIPAA and PCI compliance. We prefer our medical records and payment information to stay confidential. Self-serve options for getting and sharing this information provide a sense of comfort and security in these types of situations.

These applications are where voice and self-serve text options can enable customers 24 hours a day, seven days a week, 365 days a year, to be serviced by (and buy from) your company. To learn more, Contact Us to speak with someone on our team.

about the author

Jim Barker
Chief Revenue Officer, IVR Technology Group

An avid Customer Experience Evangelist, Jim is the Chief Revenue Officer with IVR Technology Group. In this role, Jim leads the teams responsible for marketing, business development, sales and partner growth for IVR Technology Group.

 

IVR and Automation

Primary Sidebar

Follow us on LinkedIn for all our latest posts.

Get Rapid Customer Feedback With IVR Surveys & Qualtrics

Case Study: Growing A Bank Through UCaaS & CCaaS Integration

The #1 Reason To Choose A Contact Center as a Service

Customer Story: Building World-Class CX With IVR Voice Surveys

This is what an IVR can do.

What is Interactive Voice Response (IVR)?

Reduce Contact Center Costs With an IVR System

How IVR Systems Help Reduce Contact Center Agent Turnover

SMS Text Messaging Tactics For Black Friday Success

Unified Communications as a Service: What You Need To Know

Footer


circle-twitter
circle-linkedin
circle-facebook
circle-mail
circle-phone
IVR Technology Group
HEADQUARTERS
  65 Lawrence Bell Drive, Suite 102
  Amherst, New York 14221
  1-716-250-2800
DALLAS SALES OFFICE
  1090 Texan Trail
  Grapevine, TX 76051
  1-972-846-4100
Client Login
SiteMap
Press
Contact Us
Privacy Policy
compliance

© 2021 · IVR Technology Group, LLC · all rights reserved