First impressions are really important in customer service. So you want to be certain that when a customer dials into your contact center, the interactive voice response (IVR) software that you use to greet them is fast, efficient and easy to navigate. The quality of your IVR system will go a long way in determining how the customer perceives your company.
Connect First Blog Posts
Don’t Tread on Your Customers’ Time
This July 4th, stop and ask yourself the following: Does your company’s slow and inefficient interactive voice response (IVR) system make your customers feel oppressed—like our early American ancestors felt under British rule? Are your customers ready to throw your products into Boston Harbor to get better service? Are you ready to downshift your customers phone experience?
Think about a restaurant where the owners rarely update the menu or even listen to customer requests or complaints. Here, the business may continue but nothing improves or draws a crowd. The restaurant becomes mediocre in all aspects of service.
Contact center managers have long used interactive voice response software (IVR) to greet customers when they dial into the enterprise. This automated solution prioritizes customer calls, reduces wait times and allows customers to make choices without having to speak to an agent.