Business is a fluid thing; the past 30 years have seen innovation after innovation and with it, a shift in culture. The 1980s saw a focus on quality products. The 1990s illustrated enterprises centered on branding. In the 2000s what differentiates companies? Customer Service. Customer service has climbed the list of priorities, and today one can see companies putting money where their mouths are by investing in a quality customer experience.
Russ Zilles, CEO of IQ Services (News - Alert) took some time to talk with TMC at a recent industry event to discuss IVR, customer service and carpet stores. Yes, carpet stores.
Zilles views customer service as the key determining factor in where private citizens and enterprises choose to take their business. A company culture is a major factor in the quality of service provided; IQ takes more of a collaborative approach with customers. As Zilles says, “we all have similar tools,” but the level of service makes all the difference.
He likened the choice to going to a mechanic. Why do I go to the same mechanic; because I know that when I drop my car off, whatever the issue is, it will be fixed. I won’t be charged for unnecessary services, nor will I be ignored by inattentive employees. I trust my mechanic, as I should, so I keep going back.
In 1996, the team at IQ services thought there had to be a better way to test IVR. They had this ‘crazy’ idea of automating the testing process by detecting voice. Long story short, mission accomplished, and this totally self funded firm began its journey out of a 400 sq. ft. office in the back of a carpet store.
Today, its collaborative approach has IQ personalizing customer experiences. By learning who the customer is, the best possible solution is delivered. Its collaborative approach engages all involved in the “customer journey,” through any means necessary. The focus is on testing for what the customer would like tested, to best serve the clients requests.
IQ is a pioneer in the field of IVR testing. The team knows the ins-and-outs of how carriers and contact centers operate, and all the work is verifiable. The average ‘Joe’ doesn’t realize how complex an IVR system is, and understanding how all the pieces work is integral.
Today, IQ has the ability to route calls around the United States affording the ability for testing calls to come from various points for call centers. Testing schedules are made to be productive; customers do not pay a dime until they see the results for themselves.
Some fixes are very simple, others can be quite complicated. Carrier issues, high volume and location can all play a major role in functioning—with most fixes having to do with configuration. If an issue arises, the IQ solution sends a notification and remote adjustments can be made to the system.
IQ Services has embraced the WebRTC movement with the creation of a tool to monitor and generate traffic that fits virtually any implementation. This was introduced at a recent industry event and is browser-based, meaning it requires no download. Zilles says, “it’s about sending that data back and forth”—it truly is that simple. Customers are encouraged to test with a 3rd party to ensure the quality of the customer's solution.
A key pillar for exceptional customer service is trust—no more, no less. Zilles proclaims, “We do what we say we do,” and there is certainly something to be said for that.
Edited by Stefania Viscusi