The customer is the backbone of every business. As in real life, first impressions matter. The same goes for your businesses. Your business’s growth and positive image to customers depend on your first impression. So, it is vital to implement strategies to enhance your first impression.
According to research, 90% of customers use customer service to decide whether they should make a deal with a business or not. So, enhancing your first impression should be your primary goal. However, IVR is the frontline warrior when it comes to the first interaction. IVR stands for Interactive Voice Response. It is an essential foundation for providing customers with a great experience.
However, to enhance your brand and overall customer strategy, IVR should be modernized. A faulty IVR can reduce your customer’s lifetime value before they reach out to a representative or specialist. Examples of faulty IVR are long recorded messages, complicated menu options, system jumps, and dead ends.
In short, every contact center should have the best and most advanced IVR technology. The IVR contact center softwares can enhance your customer experience and boost your company’s growth. However, here are some tips and tricks to enhance CX through IVR.
Let’s get started!
1.Enhance Your Call Routing System
You must have gone through a situation where you have to wait for a long time for just a single piece of information. Isn’t it annoying to wait for 10 minutes for just a one-word answer? The advancement in IVR can overcome this flaw.
Let’s take the example of any mobile network company. Suppose you want to unsubscribe from your existing bundle but do not know the code. For this purpose, you called the customer service center and waited for 20 minutes just to get a code. Doesn’t it look like you’re wasting your time?
But not now! The IVR mechanism includes call control features. Customers are prompted to enter information via voice or button responses. They can troubleshoot on their own or be routed to a customer service representative within the relevant department.
According to Microsoft, 58% of customers will break ties with a company if they receive poor customer service. So, enhancing your call routing system can help satisfy your customers in the best possible way.
2.Limit Your IVR Menu Options
According to research, 83% of customers expect to speak with someone as soon as possible when contacting a company. Overwhelming customers with a wordy IVR menu with too many options can result in frustration. Even if it is your IVR or a customer service agent, too many questions lead customers to get frustrated.
Reduce your IVR menu to only five options. Also, make it as simple as possible for customers to connect with a customer service representative to resolve their issues. An IVR should provide your customers with a simple, clear flow, ensuring they speak with the correct agent the first time.
In short, don’t make your customers navigate a bloated IVR menu. Limit your menu to five options, make it easy to navigate, and use it to connect customers with the appropriate department at the appropriate time.
3.Update Your IVR Menu with Every Option Change
If your products or services change, make sure to update your IVR menu accordingly. You can ensure that customers always have the most up-to-date information by keeping your IVR system up to date.
Find a software and system provider that makes it simple to extract insights from IVR system data and then apply those insights to fine-tune your system. You can also gain insights from agents who interact directly with customers.
4.Keep an Eye on the Right Metrics
You can measure infinite key performance indicators (KPIs) and call center metrics. However, you must concentrate on call center metrics that are indicative of quality. These metrics are as follows:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Speed of Answer (ASA)
Call center software frequently focuses on measuring agents’ Average Handling Time (AHT). This is advantageous, but keep in mind how easily this metric can be manipulated. A lower AHT may indicate that agents are more concerned with completing incoming calls quickly rather than providing excellent customer service.
In a similar way, high containment rates can lead to erroneous conclusions. Directing customers to self-service where appropriate can reduce call volume and demand. However, it can also indicate that people become trapped within the IVR when they need a personal touch.
5.Focus on Every Stage of Customer Journey
A phone call does not start the customer journey. Before dialing a phone number, customers have seen your marketing materials, scanned your website, and conducted online research. Your IVR should be a continuation of their experience with your company or brand, not a place where they get stuck or are turned off.
There are several simple yet effective ways to address customer needs via the IVR process:
- Throughout your IVR, use a consistent, helpful tone.
- Avoid jargon and complex sentences that are difficult to understand over the phone.
- Maintain a simple menu to avoid losing customers before they reach out to a service representative.
6.Personalization is the Key
Customers can receive the same level of personalization from IVR as well-trained human representatives. But this is only possible when the investment in IVR is well thought out. IVR systems can process data about the origin of a call and incorporate aspects of the interaction that are unique to each customer.
Another advantage of personalization is the ability to tailor offers and promotions to your customers. When an issue is addressed, IVR systems can be configured to respond to add an extra layer of comfort.
For example, users experiencing persistent Wi-Fi issues could contact their provider. Also, a company can offer them a complimentary service extension if their claim is validated.
In today’s competitive, global market, the customer experience is frequently used to distinguish between businesses and brands. Your IVR system is an important part of your customer experience strategy.
Creating and implementing a modern, insightful IVR solution with a clear and natural flow will ensure that your callers have a better customer experience when interacting with your company.