Here’s a common story in the contact center: you upgrade your contact center with a great Self-Service IVR, bring in the right voice talent, build great scripts, and it’s off and running to customer success. But that was twelve years ago! Give your IVR the attention it deserves and make sure it is still working for you.
In the classic TV show The Brady Bunch, the middle child Jan would continually pout, “Marsha, Marsha, Marsha” when she wasn’t getting enough attention. I am from a family of seven, so trust me when I say I have heard my share of middle child cries and actions for attention. Call centers shouldn’t have their IVRs be like Jan and have to cry out for attention.
Organizations that overlook the value a great IVR platform delivers are truly missing benefits in both cost savings and customer experience. Seriously, when was the last time you called in to your own IVR? Here are some questions to ask if you do:
- Does it work?
- Can you easily navigate to where you need to go or was it built with so many deep levels in the decision tree that you get lost?
- Do you hit dead ends?
- Can you self-serve to get the information you seek, or complete your transaction without the need for agent assistance?
Based on the above answers, you may determine whether your IVR is living up to its full potential.
Frost & Sullivan research states that in 2016, 30% of customers will pick up the phone to ask for help. It’s true that these same customers may try to connect with your company using various channels, but they inevitably turn to the phone for customer service. So, is your IVR ready?
Businesses that invest in their IVR and the self-service tools available today are making an investment that not only pays off for their bottom line, but in countless other ways that translates into a better overall customer experience.
So pay attention to your self-service platform and don’t let your IVR continually pout, “Marsha! Marsha! Marsha!”
Join Genesys for our webinar, Is Your IVR Holding You Back From World Class CX? on Wednesday, May 6th at 2:00PM EST to discover IVR best practices and learn more about making your Self-Service IVR a priority to start delivering a world-class customer experience.