Using Interactive Voice Response (IVR) system to handle customer service requests has many advantages. However, the move must be strategic, careful attention to the process of losing customers. Hosted IVR, hedge your bets is a good way, you will get the same access to state-of-the-state-of-the-art technology, but did not manage on their own equipment trouble.
This is all about quality
When customers call your business, they want more than cold hard facts. For this reason, it’s imperative that your hosting IVR provides more representative of your site is more than just a text-to-speech”
Think about it for a second and let it sink in…
The opportunity is to call your customers, because they need the answer cannot be found, or is not clear on your website. Simpler, they just want to talk to people.
The last thing they want to do is talk of the robot.
Because you’re probably not having enough time or resources to a live customer service representative your customers, you will want to find an IVR your customers should be the appropriate level of quality.
Let’s take a look at the needs of the highest quality in your hosted IVR:
Website integration
Clarity of speech and sound
Your first step should be to ensure that your hosted IVR can be integrated into your website. The telephone system should be able to simultaneously access and retrieval of customer records and information, especially the references in your website.
Second, make sure to your IVR similar, if not imitate you the best customer service representative. Gone are the days of limited speech recognition system, a concise and abridged customer support. Today’s IVR software is able to communicate; it is very natural and realistic, decidedly human.
Do not shirk responsibility!
The hosting of the IVR can help you to minimize any upfront fees. Why, then, you may lose customers, forcing them to share these costs?
Businesses often unnecessary spending by consumers, because they are the following two errors:
Ignored hosted IVR solutions
The purchase of technology, they do not have the ability to operate
The biggest mistake most businesses to invest in new technology or solutions, these costs are passed to consumers. Please keep in mind that these tools are to improve your bottom line, do not scare away the customers value-added service charges.
Select Managed IVR System, will afford you the opportunity to pay only the use of the service. If normal play, at the appropriate time, you use the service will pay for itself.
The second biggest mistake, and then enter a situation where you cannot handle. Have been so many advances in technology, this is not entirely the realm of possibility to expect your customers and to your IVR care so your morning coffee. All of these technologies are a price to pay, though.
The last thing you want is forced to endure the technical difficulties; you cannot deal with their customers. Again, this is a hosted IVR can really save you time and sanity. Hosting options usually provide 24-hour technical support by experienced programmers and developers.
At Last!
Hosted IVR is a huge asset for your business. No critical thinking is the type you use is not a good idea. The speech recognition system can be integrated to your website, or sound like a robot does not do any justice, may even cost you some customers. In addition, the system costs too much in front of, or need to spend a lot of technical support, will only be able to use the automatic call system to destroy any good.
