How IVR Improves Your CSAT/EX: Insurance, Banking & Utility Industries

Improved Customer Experience

Nobody likes waiting on hold. In fact, 40% or more of customers would choose a self-service option rather than speak to a live agent. IVR improves customer experience by giving them what they want:?voice self-service?applications. This reduces average hold times and offers customers a self-service option twenty-four hours per day, seven days per week, and 365 days per year. Also, IVR allows you to tap into available call analytics to optimize applications and better serve your customers. By outsourcing IVR, ALL employees are more readily available to focus on more critical aspects of your business.?

Save Money

Training and maintaining live agents are expensive. So, it doesn’t make sense for live agents to spend unnecessary money and time handling routine tasks and answering simple inquiries. Using IVR to automate those tasks is cheaper, and it also frees up live agents to take calls with more complex issues. Customer service improves while overall costs decline. Also, outsourcing IVR can result in additional savings. Cloud-based services eliminate the need to purchase and maintain on-site software, which can be pricey.

Flexible Technology

Enabling voice applications to utilize real-time data is ideal. If you adopt a cPaas platform to manage IVR and voice apps, you can use APIs to connect to and integrate with a vast amount of external technologies. For example, a cloud platform, like?Plum Fuse, offers?pre-built applications, which can shorten development cycles and speed up timelines for testing and deployment. And optimizing applications for better customer service is more manageable with built-in analytics and reporting.?