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Keep Update with IVR Technology & Stratigic Launching upon Improved Version that shall Facilitate Choice in Consumer Approach to Select out of varieties based on their Life style & Work atmosphere and multiple Market Oppertunities
In the current scheme of things, its critical to maintain a balance between cost to serve, CX and customer empowerment. Visual IVR drives optimized self-service for greater efficiency and customer satisfaction.
Key feature sets of Visual IVR are
a. Streamlined self-service experience - Customers don’t need to listen to long menus and may quickly skip ahead to the information they need through the ease and convenience of their mobile devices.
b. Time saver - Call waits reaching an agent for query resolution, call drops are eliminated; enhancing CX.
c. Service Efficiency - Visual IVR empowers contact center agents to deliver the best service possible, as their skills are closely matched to the customers who need their specific expertise. Furthermore, agent efficiency improves as agents gain more time to focus on other tasks or serve customers on other channels.
d. Mobile-friendly Methodology - Smartphone usage is on the rise, especially for customer service. As per a Google study customers are likely to return to a company’s mobile site if it is user-friendly. Hence, visual IVR is a perfect tool for customer support, especially when customers are in-store and in the middle of a purchase. Giving customers quick and easy access to customer service can be critical to brand growth and preventing customer churn.
e. Lower cost to serve & higher customer satisfaction - Visual IVR is highly cost-efficient. It's cheaper to deploy as compared to the traditional IVR systems, and it may be integrated seamlessly into an existing IVR system. Agents do not need training to find information that the system automatically provides, meaning that agents spend less time on the phone with customers and drive down costs on the voice channel. Ultimately, customers are given a quality self-service experience that demonstrates the efficiency of the brand, leading to their satisfaction and loyalty.
IVR serves as a gateway to the Contact Centre after which calls are routed to the frontline agents.
To serve customers better IVR can be enriched with the self-service menus in line with scope for Voice Biometrics, where customers will be directed to self-service menus and use their voice for authentication. This way customer will be able to access service and get solutions to burning issues without waiting on the line for long to be assisted by the call center agent; hence reducing high demand for access to the Contact Centre.
The way of greet till the way of treat express you how you are and how you can satisfy your customer and if he or she is happy it says it all even if he or she asks so much quarries you have to answer it all
