When it comes to growing a portfolio, financial service organizations understand that making investments can be risky, but profitable. But, when it comes to investing in technology and processes to deliver the optimal customer experience, the odds that your company will build loyalty and increase customer satisfaction levels are likely much better!
In today’s world of ever-expanding customer interaction channels, voice is still the leading and most trusted choice for customer communications. So, how do you increase your return on investment for this critical channel?
At Genesys, we’re seeing a shift away from more costly live agent interactions to today’s advanced customer self-service solutions. When companies get self-service right, customers will use it! Consider the facts below:
- Today, 72% of customers prefer self-service over calling an agent or sending an email to resolve an issue, according to Forrester.
- By 2020, the customer will manage 85% of their relationship with an enterprise without interacting with a human, according to Gartner.
Now, let’s face it – not all self-service IVRs are created equal! Many customers who take the self-service route to obtain information or make a request to a company or business find themselves frustrated with too many menu options, faulty speech recognition apps that just don’t understand, or endless call transfers due to improper routing. According to a study by JD Power & Associates study, only 7% of organizations currently offer an IVR solution that delivers a better experience than their live agent experience.
So, how can you make sure you deliver the ultimate self-service customer experience? In order to deliver a great self-service IVR experience, organizations need to intelligently plan and design the IVR experience. For starters, you should follow best practices, focus on clear objectives like increasing call-containment, and avoid the pitfalls that lead to poor self-service experiences, like too many menu options and confusing voice prompts.
Genesys, in collaboration with TMCnet, is presenting a webinar designed for financial services customer experience professionals on Tuesday, September 23 titled, Earn Rave Reviews for Your Financial Services IVR. We’ll discuss how to construct an IVR that your customers will rave about!
At the webinar, you’ll learn:
- Proven best practices for building IVRs specific to the financial services industry
- Recommendations for how to increase your call containment rates
- Real-world examples of financial services companies with customer-pleasing IVRs
In the end, the increase in self-service IVR interactions will not only drive costs down, but will deliver the ultimate payoff for any financial services company or business: an exceptional customer experience.
We hope you can join us, register for the September 23 webinar here!