Creating a strong and consistent customer experience is more important than ever before. We, as consumers, expect so much, and we expect it to be swift and resolute. One less-than-great (and consistent) customer experience with a credit card company, and we may never use them again.
So, how does an IVR system help with this consistency?
In this digital age, we can all discern a good website from a bad one in a matter of seconds. Years ago, decent user experiences were the “cost” of doing business. Now, tier-one user experiences are life or death. To design an excellent website, companies map out their customer journeys to create exceptional user experiences. These digital customer journeys assure consistency with the customer experience.
IVR systems also facilitate a phone-based customer journey and experience that is repeatable and trackable. Mapping the customer journey within an IVR system’s call flows allows companies to watch and learn the process a customer goes through. The business intelligence provides the data necessary to iterate and refine a consistent, optimized experience.
One of our large consumer finance clients works with our team to study and adjust their customer journey regularly. Through this process, they’ve shared the value of knowing the IVR system will do what we instruct it to do with every customer (consistently). Ongoing monitoring allows them to test a consistent process for a while, adjust it, test further, and tweak it along the way to create the ultimate customer experience.
In addition to optimizing the customer experience through IVR journey mapping, IVR systems allow for consistent messaging. Think of Chick-fil-A’s “our pleasure to serve you” and realize you can implement this service strategy through an IVR system.
IVR Business Intelligence
Finally, IVR usage data gives you real feedback without biased emotions. Imagine asking your customer service agents to survey customers at the end of a call. Do you think the responses would be slanted? Just a bit. Use an IVR system to gain customer feedback at the end of each call. You will have even more data to continue to improve the consistent customer experience.
For help using an IVR system to create a consistent customer experience, Contact Us.