We are in the height of the summer road trip season – packing up the car, turning up the tunes, hitting the open road, and eventually having to stop for gas. Over the years there has been a continued evolution of the self-service gas pump. From the launch of a self-service model 50 years ago, through installing credit card readers, to today’s ability to use mobile apps to pay at the pump.
Today’s pumps can even capture customer behaviors, such as the type of gas pumped, busiest times of day, preference for credit vs. cash, and other business intelligence (BI) analytics that managers can benefit from in multiple ways. Armed with this intelligence, service stations can optimize staff working hours and carry out geo-targeted marketing campaigns. All of this facilitates the operation of their gas station, resulting in better service, lower costs, and an improved overall customer experience.
Now, think about self-service in today’s call center: A company’s interactive voice response (IVR) solution can provide a strategic competitive advantage in the market. Effective self-service, which can complete transactions with no agent intervention or assist agents in collecting valuable information to decrease call handling time. This speeds up resolutions when live support is needed, increases agent productivity, and improves the customer experience. In addition, companies using BI analytics and reporting to gain meaningful insights into what customers are doing at each step in their IVR journey can use that data to continually refine their customer self-service offering.
Having BI analytics embedded into IVR solutions enables organizations to:
- Discover reasons why callers opt out
- Gain insight into voice user interface design effectiveness
- Determine reasons for customer defection
- Gain intelligence into solution performance
- Understand who callers are and where they are calling from
By gaining intelligence in these areas, and analyzing how effectively users are engaging – whether pumping gas or navigating an IVR – allows a company to not only make changes, but to customize the experience based on the brand offering and customer preferences. In doing so, an organization creates a key differentiator.
If you’d like to learn more about today’s evolving and increasingly advanced self-service solutions for your contact center, check out our white paper titled, Self-Service Performance Analytics Creates Greater Customer Engagement, You’ll learn how to break down the ways in which organizations can measure their self-service IVR’s effectiveness and refine processes to improve the customer experience.