No, we don’t mean go full Zuck here and learn every facet of your customers and their deepest darkest secrets, but learn their behaviours within the context of your customer support offering.
Using an IVR can let you collect information about the callers chosen option. Whilst this might not be relevant when you are just starting out, it’s extremely useful moving forward or if you already have a large volume of calls. It can allow you to:
- Learn what the biggest issues might be for your customers - For example they might be selecting an option related to product returns 50% more than any other area.
- React to seasonal variations - Have you just released a new product that is suddenly causing more support queries? Using an IVR and collecting this data can let you react quickly to this by allocating more resources to that specific team/issue or providing extra training if needed
- Providing information to agents - An IVR can be used to ask a caller to enter their account number or phone number as an example. Pass this information onto the agent to prevent the caller having to repeat themselves as well as making the process quick for both agent and caller
- Use data to iteratively build your support team - It’s much better to make decisions based on data rather than gut instinct. Having this information available can allow you to efficiently build your support team without misallocating resources.
The craziest thing about this all, rather coincidentally, Cordless does all of this, seamlessly! Use the link below to see if we can help you out with your IVR needs - Trust me we can ????????July 28, 2022