How can you improve efficiency with a customer service IVR system?

It's important to understand & identify your customer's behaviours, wants,needs and align it with your nature of business. You may already know the frequent questions and least asked questions.

Levante dados sobre os motivos de contatos na opera??o e automatize os principais na URA. Com itens simples como segunda via de fatura, negocia??es, respostas a perguntas frequentes e reset de senha tenho atingido mais de 60% de reten??o dos contatos e mantido alto nível de satisfa??o dos consumidores.

Clear and Concise Menu Structure: Strategy: Design a straightforward menu structure. Details: Ensure that menu options are clearly articulated and logically organized. Avoid overly complex menus that may confuse customers. Limited Menu Options: Strategy: Keep the number of menu options limited. Details: Limit choices to essential categories to prevent overwhelming customers. This simplifies the navigation process and speeds up resolution. Voice Recognition Technology: Strategy: Implement voice recognition technology. Details: Enable customers to speak their requests, which can expedite the process and reduce the need for manual input via keypad. Self-Service Options: Strategy: Promote self-service options.

The very first step in improving is to know your customers and how best to relate with them, all customers are not the same hence cannot be treated the same. You need to also understand the need before making recommendations

Estratégias URA: Conhe?a clientes, Simplifique menu, Use PNL, Integre canais, Automatize WhatsApp, Teste e otimize continuamente.

Details: Encourage customers to use self-service features for common tasks like checking account balances, making payments, or tracking orders. This reduces the load on live agents. Integration with CRM Systems: Strategy: Integrate IVR with Customer Relationship Management (CRM) systems. Details: Ensure seamless access to customer information for personalized interactions. This integration allows IVR to retrieve relevant data and speed up issue resolution. Dynamic Routing: Strategy: Implement dynamic routing based on customer profiles. Details: Route calls based on customer history, preferences, or previous interactions. This ensures that customers are connected to the most appropriate department or agent. Fallback to Live Agent:

Strategy: Offer a clear option to connect with a live agent. Details: Allow customers to easily opt for speaking with a live agent at any point during the IVR process. Provide a straightforward pathway to human assistance. Contextual Prompts: Strategy: Use contextual prompts. Details: Provide prompts that guide customers through their specific inquiry. For example, if a customer is calling about an order, the IVR can tailor prompts accordingly. Regular Updates and Announcements: Strategy: Keep IVR announcements concise and up-to-date. Details: Regularly review and update IVR announcements to reflect current promotions, policies, or any changes. Clear and timely announcements prevent confusion. Post-Call Surveys:

Cerca de 96% da popula??o brasileira usa o aplicativo WhatsApp para comunica??o com seus familiares, amigos e colegas de trabalho diariamente. N?o negligencie essa preferência. Automatize tudo que estaria embutido em uma URA nesse canal e sua reten??o e NPS aumentar?o consideravelmente. A jornada dos clientes devem ser fluidas em seus canais de preferência, principalmente em vendas esse tipo de abordagem aumenta consideravelmente a convers?o.

Strategy: Implement post-call surveys through IVR. Details: Gather customer feedback immediately after the call ends. Use this feedback to identify areas for improvement and gauge customer satisfaction with the IVR system. Mobile Integration: Strategy: Optimize IVR for mobile users. Details: Ensure that IVR functions seamlessly for customers using mobile devices. This includes responsive design and voice recognition capabilities. Predictive Analytics: Strategy: Utilize predictive analytics. Details: Analyze customer data to predict the likely reason for their call. Preemptively provide relevant options in the IVR menu, reducing the time customers spend navigating. Regular Performance Monitoring: Strategy: Monitor IVR performance regularly.

Tenha um time de melhoria contínua blindado do dia a dia da opera??o. N?o há espa?o para testes na agenda pesada da linha de frente de produto e atendimento, ent?o para conseguir construir testes A/B bem sucedidos é necessário um time focado em levantar esses insights. Outro caminho é contratar uma consultoria, esses recursos externos s?o capacitados especialmente para gerar impacto com iniciativas e pilotos. Esse tipo de investimento gera impacto imediato e retorno a curto prazo.

Details: Track key performance indicators (KPIs) such as call completion rates, average handling time, and customer satisfaction. Identify areas for optimization and refinement. Integration with Virtual Assistants: Strategy: Integrate IVR with virtual assistants. Details: Utilize virtual assistants to handle more complex queries or guide customers through intricate processes, further reducing the need for live agent intervention. Prompts for Callbacks: Strategy: Offer the option for a callback. Details: If wait times are long, provide customers with the option to receive a callback instead of waiting on hold. This enhances the customer experience by giving them flexibility. Regularly Update Prompts and Menu Options:

I believe that at times that when calling customer service we miss that human interaction. I know that when your company grows that you are not or don’t want to spend so much on human labor. However looking backwards and forwards that sometimes that using software, voice and text automation customer service is not the best solution.

Strategy: Keep IVR prompts and menu options current. Details: Regularly review and update IVR prompts to reflect changes in products, services, or business operations. This ensures that customers receive accurate and relevant information. Integration with Omnichannel Support: Strategy: Integrate IVR with omnichannel support. Details: Ensure that data and context gathered through IVR are seamlessly transferred to other channels (e.g., live chat, email) if the customer chooses to switch channels for assistance.