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From The Expert Corner
February 13, 2012
IVR Service Provider Solutions: The Power of Self Service with IVR
In every customer service organization, there is a balance to be struck between providing live help by knowledgeable staff, and providing self-service tools customers can use to quickly and efficiently get information they need without hassle. Both are needed to retain happy clients.
Interactive voice response (IVR) is one tool that can be very powerful for self-service.
An IVR is, fundamentally, a system that allows customers to access information or assistance using voice prompts with speech recognition (in the case of phone calls) or text recognition (in the case of chat). Sometimes, the menu of options customers choose from leads to a live agent, and sometimes simply to information.
If well-scripted, points out inContact’s Carole Altman in a blog post, a self service IVR system can provide significant benefits to customers, and in turn to the organization—including service availability around the clock, even on holidays.
“It can also provide new services that could never have been cost justified if using real people; it can help to handle high call volumes; and enables customers to handle their own simple operations over the phone, such as pay bills, track shipping, verify specific account information, or make reservations,” Altman notes in the blog post... Read More
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