The advent of
technology has simplified human life to an extent where you don’t even need to
have a conversation with someone to get your job done. Few simple instructions
and that’s it! You get it all. Wondering how? Numerous companies offering
diverse products and services get connected with their customers through
customer care centers and that’s nothing new. We have been speaking to a
customer care representative all these years. This undoubtedly has been a
resolution based attempt, however, it is time taking too. The long queues to
get connected are no longer expected from a company which emphasizes on its
customers. ‘Self Service’ is the new mantra globally!!
Why do you need Self-Service IVR:
You receive a
product but it may turn a lemon! Or you have endless failed encounters
assembling it! You may have purchased an online service which doesn’t allow you
to log in and so on. The first thing splashing into your mind is Customer care.
But this is no longer the scenario. Microsoft conducted a research which states
that 90% of consumers globally are expecting self-service customer support
sites. Other researches reveal that more than 50% of consumers prefer a mobile
responsive self-service over the traditional customer support. The projected vision
is that consumers will manage 85% of work themselves without interacting with a
human representative.
Customer Self-Service and IVR:
Fundamentally,
self-service means consumers getting support without a human interaction on
behalf of a company. Majority of companies offer an online data base or a
knowledge bank with illustrational tutorials and other useful operating
procedures. The most common questions posed are answered on a resolution based
statements in the Frequently Asked Questions page of an online portal. These
have been the common self-serve supports we have been seeing in the past 5
years. But the latest in town is IVR (Interactive Voice Response). Though we
have been using this feature as part of domestic, office as well as customer
support telephonic feature, the trending self-service IVR is updated software
to get robust results in achieving customer satisfaction in call center
industry. IVR Edge can be quoted as a classic
example of the software with stunning features driving customer experience.
Features of Self-support IVR:
- Customer friendly Graphical
System Design Interface
- Analog and digital multiple
telephone line support
- Call screening, barging and
switching options
- Database integration
- Text to speech
- Data capturing from inputs
- Call transfer within
multiple extensions
- Callers’ interaction and
call details database
- Multi-language support
Role of Self Service IVR in customer
service:
- Customers calls are answered
in the language they prefer
- Based on the number input,
consumers are routed on a rule based program and the call data can be
captured and stored for future interactions without the customer having to
state about the previous interactions
- Callers’ calls get routed to
the appropriate terminal basing on the inputs of inquiries, new schemes,
technical support, bill payment issues etc.
- Advanced IVR software such
as IVR Edge has
voice mail feature where in customers can leave their queries and request
for a call back
- Irrespective of huge call
volumes, every customer’s call is attended and entertained
Self-service is a
winning ideology which reduces deployment of trained personnel there by leading
to cost efficiency. Accuracy is another key element which attracts self-service
feature. It also empowers consumers to get resolutions as per their time and
convenience. Undoubtedly, self-service is a key component in delivering a
delightful customer experience
Are you looking for
a customized Self Service IVR software? Contact us for more information: Teckinfo Solutions
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