Angel IVR Improves the Customer Experience
August 12, 2011
When a customer calls in to a call center because their service isn’t working, very seldom are they in a good mood. Whether they’re dealing with a confusing automated system or an out-of-touch agent, customers can become more and more frustrated with their entire experience. An improved IVR is the best solution.
As captured in this recent Angel blog, Angel recently implemented a productive solution with a high-level form of IVR. This product has the capability to alternate call patterns so that customer calls can be routing in the most proficient process.
All too often, automated systems expect the customer to understand what exactly their problem is and navigate the system accordingly. This is a failure on the part of the provider. To improve on customer service, an advanced IVR would feature better integration of current software to create an intelligent interaction.
Solid questions and appropriate grammatical responses are key to the success of IVP. Teams have been created to work for a better solution to correspond with the increased IVP solution. Remember, customers will have a problem but may not have a clear way to vocalize what precisely they are having problems with that. That is the job of the service provider.
A fundamental approach would be to format questions that enact a simple “yes” or “no” response from the customer. Depending on what service troubles they are experiencing, the automated questions could initiate a more productive set within the IVR.
All of these possible scenarios led Angel to develop an answer solution for the IVR. Why not use the knowledge that a customer’s backend system could provide to offer up a solution? Maybe there is no need to ask the caller for an explanation in the first place.
Located within the CRM (customer relationship management) system is a complete set of data. This would open the doors to endless possibilities of using the already integrated information to solve customer’s problems. Wouldn’t a solution that could speak for the customer and eliminate their frustration be a win-win situation for all?
The IVR system by Angel already has the capabilities to identify the caller’s current service levels. If a caller is having a particular issue with a service level change the simple “yes” or “no” response would serve as entry point to further their call down the solution road. After the initial problem is identified, the customer can be connected to another option that could then offer goals to re-establishing their service.
There is little integration necessary to launch the Angel IVR, which is good news for both the call centers as well as the customers.
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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Tammy Wolf