Interactive Voice response (IVR) is a technology used by many big businesses as part of their customer service model. Why? Well, IVR is interactive automation that gives the customers direct access to their data via telephone interactions without having to speak with an actual ?person?. This is beneficial to businesses because it?s cheaper than having someone talk to a live operator. Well, cheaper in the long run not in the short term.
You have definitely used IVR before. It?s when customers hear computerized instructions as soon as they dial the helpline number. IVR guides the customers to more information about services without even talking to helpline representatives. IVR also guides the customers to directly reach the proper department (like a press 8 to talk to billing, 7 to talk to customer service - like a receptionist would). IVR is very helpful and great for cutting costs. The issue is not if it?s good or bad, but it?s overuse. Too much use of IVR systems can irritate your customers. Think about it logically, if you are pissed off, you want the shortest route to solve your problems and often times IVR ain?t cutting it!
Big business often abuse IVR to as a cost cutting measure. If it?s cheaper to build an intelligent IVR, why should they hire more operators? The issue is that people aren?t always calling for simple inquiries like how much they owe on their credit card or what is their current balance. Helpline calls can often be for for serious technical issues and billing clarifications. Going through lengthy IVRs and being on hold for a long time wastes precious time, can lead to hang ups, and can really irritate customers. If they have issues, they don?t want to jump through hops.
Other issues include your customers not knowing how to work your IVR. Your customers may not know how to navigate through IVR menus and end up in a wrong department after a long struggle to reach the right people. What do do! Well, big companies need to make their IVR systems user-friendly. Also, give your callers an easy route to get out of your IVR jungle. Give them a clear option to speak to a customer care executive and don?t hide that in submenus. Don?t disable ?0? for operator and only activate that after layers of IVR. Customers who want to talk to a live person should be able to easily identify which option in IVR they should go with. It?s that easy. IVR is great and it should be used in a responsible manner.
Tags: automation, customer service, IVR
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