We have all heard the expression "You never get a second chance to make a first impression."
Ensure that your IVR is indicative of that and always has the customers' ease of use in mind.
Here are some steps your business can take to ensure that your IVR options work as efficiently as possible:
Too many IVR options may be confusing - When a customer calls your business, they want a seamless experience. They don’t want to listen to and remember more than a couple IVR menu options. If your customer feels frustrated by the number of choices, they will often press zero to speak with an operator or hang up.
Always include a call-back option -We have all been there waiting for what seems to be an eternity just waiting to have a seemingly simple question answered, only to be on a never-ending hold or being transferred multiple times. IVRs should tell customers how many people are ahead of them as well as how long their wait time will be. Give the customer the option of receiving a call-back. They will appreciate not being on hold forever, and this will free up minutes in your system.
Make it simple to speak with a live person - To reduce the costs of having people manning the phones constantly, businesses want as many calls as possible to use their IVR. This in turn makes it challenging for customers to reach an agent. Make speaking with an agent an easy option and in turn help to ease your customers' frustration.
Always check and update your IVR - Your IVR is the first step in providing a satisfying customer experience. Businesses need to periodically monitor system prompts to gauge their effectiveness and make changes as necessary. Keeping your IVR updated will help you identify aspects of your business that may have changed.
Your IVR hold message is VERY important - What your customer listens to while on hold can determine if they purchase from you today or even use your company in the future. Studies have shown that 20% of callers have made purchases based on what they heard on the IVR message.
Use this time while your customer is captive on hold to promote your products and services, and to let them know that you appreciate their business AND their patience.
Are you ready to drastically improve communication with your customers and employees?
Foxie has developed FoxieEngage, which is a single platform that gives you the ability to chat, respond to social media questions, text, talk, and communicate with your staff, customers, and vendors…all on their terms and in the way they choose to communicate with you.
FoxieEngage is what your business needs and what your customers and employees have been yearning for.
Be more engaged with your customers and employees...call us at 866-BE-ENGAGED (866-233-6424), text START to FOXIE (36943) or if you prefer just shoot me an email at smcclellan@foxie.com.
We are looking forward to engaging with you soon!