This has been the hottest topic we have blogged about so far. Obviously, it’s of interest so let’s blog about it again. The first time around we covered the topic of IVR sincerity, now let’s talk about whether or not the IVR can truly help your business.
For this blog we will consider an IVR a system that at the very least enables you to decide as a business which employee group your customers will speak with. For example, if you are a bank, a different group of employees may be trained on general account information vs. credit card inquires.
Onto our assessment:
We believe, IF USED EFFECTIVELY, an IVR is a smart investment and an important tool in delivering a more complete customer experience. It offers customers increased choice while improving organizational efficiency. Just be mindful of the problems that can occur if it isn’t deployed and maintained intelligently.
Good read in the Toronto Star today on this topic - Have a read here: Article
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