IVR is a powerful tool in cutting costs for many companies but the systems do not automatically offer improved customer service. Of course, customer service can be improved with a well designed IVR system, but there are always numerous considerations that must be taken in order to implement such a system. Besides the basic and more advanced tips for IVR design, there are several principles of customer service that are just as important as the technical aspects of the system.
CIO Insight has a concise list of the main things for a business to avoid in order to achieve better customer satisfaction. None of the tips specifically address IVR systems, but all are directly related and should be considered in the IVR development process. If an IVR system cannot help a customer solve a problem, it is very important that the live operator the customer is directed to is fully qualified to help and that there are no language or cultural barriers as a result of call center outsourcing. It is also extremely important to not only collect appropriate customer satisfaction data but also to analyze it properly to help improve the automated and live customer service system. The most important consideration is to never take existing customers for granted. New customers are always a goal, but retention and appreciation of existing customers should take priority. Employing and continually improving an IVR system can go a long way to achieving high levels of customer satisfaction.
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