Consumers demand faster and easier ways to interact with companies and solve problems. Digital platforms such as the Web and mobile devices facilitate self-service and continue to raise customer expectations. Be that as it may, call volumes stay high as the conversational IVR turns into the acceleration channel for increasingly complex issues, putting more pressure on agents and contact center costs.
Here are 4 simple steps to an effective customer engagement:
1. Make memorable first impression:
Whether a customer’s first impression of your business makes it pass through your door or click on your website, it should make a memorable first impression. It will look different for each business, so think about what you want people to remember about your brand. In some cases, it is simply to ask a different question than the usual “How can I help you?” In other cases, they are striking graphics. Later, we will talk about creating an interactive website. Having something for your client to participate when landing on your site will also make a memorable first impression.
2. 24/7 Support for customer:
An additional benefit with IVR is that it is a professional service that is always available. This makes it convenient for customers who want to call after hours or in other parts of the world. They can always receive assistance and get the help they need. The voices used for IVR systems are clear and offer the best sound quality. When a customer does not select a message, the IVR system can repeat the selections to help give them more time if necessary. Or can
Repeat the answers if the client did not understand them. Another advantage with IVR is that it does not generate waiting times because each caller can receive immediate assistance. No need to worry about waiting time or elevator music. Clients feel more valued because they receive quick assistance and there are no negative feelings.
3. Customers should be able to speak to an agent by the third menu:
We are human and in times of emergency, we rely on other humans to solve our concerns. While your IVR should be designed in such a way that it can address several problems, but you should also have a willingness to talk to a human agent, ideally using the third option on the menu. It is entirely up to you to place this option directly in front or at the bottom of the menu. However, setting the option in advance would increase your call volume, and burying it deeper than four menus would reduce operating costs, but it could also increase the number of interruptions.
4. Increase customer service efficiency:
Agents working in a company that uses an IVR are more competent to solve specific problems and meet the specific needs of the clients assigned to them. The result is an increase in customer service efficiency and a reduction in call volume.