IVRs are used by enterprises to provide a quality customer experience but the fact is, most often the customers are dissatisfied with the IVR system.
Whether it’s related to too many sub-menu options which confuse the customers into choosing a suitable option or the waiting music which can frustrate them if played on a continuous loop for a long period of time.
IVRs have been used as the best optimization tools for businesses, but there are some aspects of this technology that can be improved to provide a better customer experience.
So without further ado, let’s know about the ways in which you can improve the customer journey with the correct use of IVR.
Top 5 Ways to Enhance Customer Experience Using IVR
1. Deflecting Customer Calls to SMS
While calls demand more time from your agents and customers, SMS is a quick and effective way to provide immediate responses to the customers who are looking for a solution.
You can use your IVR to suggest that the interaction has been moved to an SMS. This way you can assist more customers in less time.
So instead of keeping the customers in the IVR lines, you can make the interaction smooth by switching the communication channel to SMS.
2. Limited IVR Menu Options
A wide range of menu options often confuses the customers into choosing the right option in order to connect to the suitable department.
An IVR with a convenient menu of options ends the irrelevant sub menu options which frustrate the customers and lets them easily choose the suitable options using their keypad.
3. IVR with Speech Recognition
Speech recognition refers to the ability of a computer to recognize human voice and understand what is being said.
For example, In an IVR system, the callers may be asked, how can we help you today?
In response to the question, the callers can briefly explain what issues they have been facing and they will be routed to the right department where their queries can be resolved.
4. Self-Service IVR
Implementing self-service options is probably the best thing you can do to let your customers interact with your business so that they find the solutions to their problems without needing any assistance from an agent.
This not only allows the agents to get some free time but also improves the customer experience as they no longer have to wait in long queues to get support from the agents
and can easily get the answers to the most common inquiries related to their order status and account balance.
5. 24/7 Customer Support
One of the biggest advantages that IVR offers is round the clock customer support. This means that customers can reach out to your business even beyond working hours and can always get help whenever they need it.
Also in case, the customer fails to input a response, the IVR system repeats the options to give the customers more time.
Improving the customer journey using systematic approaches like an alternate communication channel, most popular IVR options and self-service IVR will not only make your customers satisfied with your services but will also help in building a positive image for your organization.