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.
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.
Get Lean
Three solutions that bring lean customer service to your organization.
Compass Payments Suite
Increase efficiency by offloading PCI compliance to us, and accept payments through any processor at any time of day.
Compass Automation Platform
Delight customers with a ridiculously fast and insanely secure Managed Communications Platform as a Service (CPaaS).
Compass Broadcast Suite
Reduce costs with automated messaging by voice, text or email to a single customer or thousands with a simple self-serve system.
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.
Add-On Technologies
For platform customers, there are a number of additional add-on technologies for a complete LeanCS experience.
Text To Landline
Accept text messaging from your main customer service line, or any other line.
Call Tracking
Advanced analytics for the source of incoming calls mapped to marketing campaigns.
IVR Surveys
Voice surveys via IVR are very often more accurate than typical web-based polling.
Speech Analytics
Refine, test, modify, refine, test. Advanced voice analytics for refining your LeanCS.
Is Your IVR Ready For Today’s Customers?
Learn More About Our LeanCS
Fill out the form with your contact information and a brief description of why you’re looking for help with eliminating waste and inefficiences from your customer service operation. One of our delightful people will get in touch to schedule a time to chat about you and your concerns.
Alternatively, you can just give us a call at 1.716.250.2800
Or email us at sales@ivrtechnology.com
