Do You Know About The Required Components of a Customer Friendly IVR?

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.

Self Service is the one of the greatest tool for customer service yet a lot many customers hate speaking to an IVR! A majority of them wouldn’t want to get in touch with you at all if they know they will be greeted by the IVR. In fact, many of them think that it provides no value at all. The reasons could be many – the system takes too long to respond, calls get disconnected and above all customers are unable to find the right option.

But here a question arises, 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.

Now you must able to understand, the need of IVR. With IVR, organisation can do great work for their customer.Here are some of the chief components of a customer friendly IVR that organizations must know and implement.

1. Know your Customers

Most of the times customers get bogged down by an IVR system due to its complicated and irrelevant menu options. An efficient IVR system must be intuitively designed to understand the customer needs. The customers’ demographics, geographical profile and account history will enable you to know them and their requirements.

The key is to have lesser menu options and the ones that are available must be arranged by priority to make things easier for the customer. Complete Article Here: ESSENTIAL COMPONENTS OF A CUSTOMER FRIENDLY IVR