We’ve heard all kinds of customer service stories from businesses around us: the good, the bad, and the unforgettable. And while business statistics and monitoring services provide analytics that link brand image and customer feedback, businesses still face losses of up to $41 billion due to a bad customer service.
What causes customers to retreat? What aspect of the care cycle puts customers off?
What is an IVR and how does it affect customer satisfaction?
An IVR (Interactive Voice Response) system is a multi-functional and automatic way to manage diverse queries without putting burden on your CSRs. When a business opts for this system:
- It is able to guide callers through the process, routing them to the correct department and subsequently reducing the need for repetition. An understood query and a ready-to-assist agent can both dramatically reduce first response time.
- Auto-attendants or auto-menus can provide self-services to those that are in a hurry, thus they do not have to wait for someone to assist them. When people know a company is inclined to help them, they are more likely to stick around.
Not only that:
- It can pair with Call Queues to make sure first callers are attended first. Callers are informed of the time they need to wait. Not only does this reduce frustration, but callers are also given the option to wait or to be called back at a desired time. Call Queues reduce bottlenecks during peak hours, making it less of a hassle for the customer service department. It’s a win-win!
- Quality of Service (QoS) can further improve the experience by making sure voice data is given priority over other processes. This improves voice quality which is otherwise affected due to high call traffic, so your customers have one less reason to complain.
With a proper IVR set up for your business, should there be a reason your customers should comprise of the 32% and 25% aforementioned? The answer is clear.
Business solutions like an IVR have helped in the segmentation of a customer service system, developing the communications of today into even better interactions. Find out how your business can implement it to start giving a better customer service!