LeanCS

Our mission is to help companies increase revenue and customer satisfaction  by eliminating waste and inefficiencies from  their customer service operations.

Delight Customers

Delight customers by solving their problems on the first call.

Reduce Costs

Reduce the cost of service by deflecting calls from live agents, to self-serve automation.

Increase Efficiency

Enable customer service interactions to scale rapidly and easily.

Customer First Your IVR? IVR Complaints LeanCS Get Lean

LeanCS Is Our Customer-First Approach

“To truly delight your customers, it’s necessary to remove anything that stands in the way of doing just that. Contact centers are often the single point of potential failure for customer service operations. We help you identify and eliminate waste and inefficiencies, all with the needs of your customers top of mind.
“That’s LeanCS, a Six Sigma approach that increases your efficiency while reducing operational costs so that you can easily delight your customers.”
– Akash Desai, President, IVR Technology Group

To learn more about our LeanCS approach and how we can help you delight customers while reducing costs and increasing efficiencies, click the “let’s talk” button below.

Is Your IVR Ready For Today’s Customers?

Meet Paul

He’s a typical contemporary consumer who, like most, have come to expect his questions to be answered, or problems solved immediately.

Top IVR Complaints

An efficient and concise IVR can be a wonderful thing that effortlessly guides customers to a rapid resolution on their first call. Unfortunately, that’s usually not the case, and poorly designed IVR systems are more common than not. According to a survey by Wakefield Research, these are the top IVR complaints.

The reason I’m calling isn’t listed as an option in the first menu.

It takes way too long to get a resolution.

I have to repeat myself after I’m transferred.

The system doesn’t have the information to solve my problem.

I get too overwhelmed by too many menu options.

The system is obviously designed to help the company and not me.

I can’t “zero out” to get to a live agent.

The menu options are too wordy and overly complicated.

The Four Pillars of LeanCS

An effective Lean Customer Service strategy begins with a customer-first game plan. By placing the needs and expectations of your callers, texters or chatters as the most important outcome, everything else falls into place. Your operations are more efficient, costs are reduced, and most importantly your callers are delighted.

Data Driven

Customers want to handle their issues and get answers to questions all on their own, without needing to interact with a live agent. They expect you to know them, and their relationship with your company. Connecting your CRM to your voice, text, and chat automation is essential.

Clear Choices

Clear choices in your IVR or text menu communicate that your automated system is ready to handle any customer question or problem. Make sure your options are obvious and concise, and your customers will be delighted.

Solutions Oriented

Your voice, text, and chat automation must be focused on delivering solutions on the first interaction, whether through automation or via live agents connected to customer data. Having a solutions-oriented approach is essential to adopting a LeanCS strategy.

Self-Serve Automation

Well designed data-driven, solutions-oriented automation with clear choices shouldn’t be focused solely on deflecting calls from agents. With automation answering repetitive and mundane questions, your agents get to spend more of their time solving important customer issues.