Offering 24x7x365 Customer Support

Consumer expectations have continued to grow with more technology and communication modalities than ever before. This change has created challenges in maintaining a good customer experience where SMS text and interactive voice response technology have stepped in to fill the void.

So, how will IVR technology and SMS text messaging help create a good customer experience?

Let’s start with the basics - after-hours support. Is your business serving your customers 24 hours a day, 7 days a week, 365 days a year? If not, are your competitors? After hours self serve automation is no longer an option for most businesses. If you’re not offering your customers communication methods before and after hours, you’re likely missing revenue opportunities, great customer experiences, and losing business.

With cloud IVR and SMS text messaging solutions, you can communicate with your customers quickly and easily 24 hours a day, 7 days a week, 365 days a year. Some common ways we see our clients using these modalities include the following.

• The ability to check inventory, account balances and make payments any time day or night,
• Notify customers of product deliveries, payments due, and upcoming events,
• Store locators and directions, and intelligent geographic call routing to the nearest store location,
• Appointment and service reminders (huge revenue protectors), and 
• Outbound messages for emergency situations.

These are just a few of the ways automated voice and SMS text messaging helps companies better communicate with customers (and even employees). To learn more about voice and text automation solutions, visit IVR Technology Group on LinkedIn or follow our blog at www.ivrtechgroup.com/blog.