The IVR is a solution created to improve the efficiency of service providers, speeding up the customer service, automating processes, reducing cost and improving service quality.
But when an IVR is efficient to the client?
The IVR is efficient when fulfills the client’s expectations, with a fast and objective attendance, where the client can navigate and easily find what is needed or find the needed information, don’t been necessary to speak with an employee to get this.
For instance, is you shopped at a virtual store and want to know the status of your request, an efficient IVR would give you this information in a fast and easy way, having the most used service as one of the first options in the menu, with a message like “Welcome to Store X. If you already bought with us and wants to know about your request, please press 1.”
To the IVR meet the expectations of the client, it need to be well design. As so, it is necessary that the design project be careful developed to understand the operation of the company and to propose the ideial answering attendance.
The first step would be to make a study, identifing which services the company provides. After, identify what the clients needs or which informations the might want. At last, gather which of this services and information that can be automated and implemented at the IVR. At this point there’s two types of automation possibilities, the first, informative, where the agent only gives an information and the client must follow it to have his request fulfilled. For instance, the client wants to raise his credit card limit, but the agent can’t do it. He, then, explains the procedure: an e-mail should be send to a certain account with the documents y and z. On this case, the IVR would give this same information, working as an agent.
On the second type of automation, the IVR will depend on information that are in posession of the company. In this case, it will be necessary to creat integrations via Web Service so that the IVR can consult the data. It is the case of a balance check, for example.
The processo is not over there, after the IVR’s implementation, it is necessary to analyze it, in order to check if it is really efficient and if is attending to the client’s need. As much as is true, it is always important to improve the IVR, adding new services and keeping it efficient.