Background (Setting the Stage)
Please remind me, how do we name a person who keeps doing the same thing and expects a different result?
Ok, not that I didn’t remember, it is just that I wasn’t sure how come, after so many years of frustrations, our poor customers still have to listen to (before being serviced) all these annoying and frustrating IVR recording phrases:
“Please listen carefully, as our menu has changed.” – I hope it truly has for the last time.
“Click 1 for Spanish.”
“2 for English”
“Enter the last four digit of your social security or your birth date.”
…just to hear the not-so-refreshing message:
“We are currently assisting other customers. Your call is important to us and will be answered in the order in which it was received.”
“You are number 7 in the queue; please hold, and thank you for your patient.”
Folks, not sure about you but at this stage, I am usually not so patient and not such a sweet person.
Yes, we all know very well that IVR systems can be as simple as asking customers to press 1 to view their bill, 2 for product information and 3 to speak with a CSR. Or as sophisticated as those that enable consumers to pay their bills using a smartphone or check on the arrival of a technician and appointment updates.
Nevertheless, let’s all admit it. Most callers click 0 right away.
– Personally, when I dial, immediately I jump right to 0.
Good come with Bad (Getting there)
Some people may call it “Customer Journey” but I bet you in most cases if you would call it “Via Dolorosa” you would be more correct. Folks, it doesn’t have to be a painful, endless and hopeless journey! Rather it can and should be a brief, hopeful, rewarding, and possibly sweet experience.
IVR is here for a reason, I know! So, once again let us remind ourselves of the possible reasons why we still use IVR: Money Saver, Immediate Response, and Positive Perception – IVR makes even a small company seem bigger.
There could be countless more reasons, but I guess we can all agree at the end of the day, that IVR isn’t human, period!
Therefore, here come the pitfalls of IVR:
● About 87% of the people would rather much prefer talking to a real person, as they don’t like talking to automated machines.
● Many IVR menus are too long and too hard to follow. (We all know where to find a restaurant if we want a lengthy menu)
● Some IVR recordings include irrelevant information or too much information to memorize.
● Some IVR has voice prompts that are hard to understand – the words are not clear or incorrect. (Have you ever just sat there and be like, hang in there, wait for it, she’s going to repeat herself?)
● IVR Systems are not dynamic and not intuitive, e.g. when customers call to enquire about a product, they will expect to speak to a human.
A wise man said:
“The problem with IVR systems is that it’s hard to design a good one…
and easy to design a bad one.“
Ok, so it’s not IVR, and then what? (Almost there)
Some companies invented the so-called “Visual IVR.”
I won’t elaborate on it, but you’ll have to trust me on this (I know you will, you are still reading… ) Visual IVR, in most cases, is pretty much a visual interface to the existing IVR. Adding a common sense to it implies: you’ll get a visualization of that same Via Dolorosa, we mentioned before.
Additionally – Visual IVR systems involved lengthy integration, requires complex system integration and are quite costly solutions.
As we already agreed, IVR is inhuman, so visualizing IVR will not make the user experience any better!
Yet, customers still pick-up the phone and dial, when they need help!
So then what? (Here we are!)
Clearly, we all look for a game changer; we should have our customers experience on the top priority, we strive for innovative thinking, a Turnkey solution.
DCS – Dynamic Customer Service is the complete all-in-one approach.
DCS is genuinely simple, straightforward and less time-consuming, giving you a satisfactory customer experience.
To “View my Bill” is as simple as follow:
1. A customer calls (they will always call!).
2. A dynamic and intuitive menu appears.
3. The customer select “view my bill.”
4. The customer instantly sees the bill.
No more IVR… when you implement DCS!
DCS benefits for both the customer and business!
For the Customer:
● Avoid irritating IVR.
● Intuitive interaction.
● Time saver.
● Multilingual – serves in consumer’s language.
● Answers and actions are just a click away.
● 2×47 access to the business.
● Immediate access to information across the business platforms.
For the Business:
● Increases customer digital engagement.
● Reduce cost – significant cost reduction of the call center(s).
● Incremental revenue – actionable up-sell opportunities: High percentage of the callers clicks a promotion banner to check the various business offering.
● Improve perception: innovative to business and consumers.
● Strengthening relationships: strengthen the connection with customers.
● Global reach: penetrate foreign markets with multilingual service.
● Big Data: additional consumer’s behavior data.
● Improve Service: Get support 247 no delays or time waiting in queues for your turn.
● Dynamic user interaction.
● Button level actions/rules:
- Time of the Day.
- Location based.
- Device type.
- Date of the year.
- Operating system.
Want to take care of your business, improve your customers’ satisfaction, reduce operational cost and increase revenue?
Start now with a fast, efficient and dynamic turnkey DCS platform: DialMyApp.
This post is also available in: Español (Spanish)