Do your customers feel like you know them and understand their needs?
Odds are, when they encounter your interactive voice response (IVR) system, they don’t think so. When customers call you about a special offer or dial in about a claim, an order or a renewal, your IVR doesn’t know the caller is a loyal, long-time customer. It doesn’t know that you have a website. It doesn’t hear and report back to you the frustration in their voice when they repeat their account number for the fifth time. Your IVR just doesn’t know … so your customers think your organization doesn’t know -- and doesn’t care -- either. Today’s customers have a range of channels available to them, but 70% still choose to use the phone. That’s why it’s critical to apply the same level of high-tech/high-touch, customer-centric personalization used in stores and e-commerce sites to IVR systems to transform how customers feel about your IVR – and your organization! While other customer access channels have evolved rapidly to create a high level of personalization and ease of use for customers, the old IVR has languished, and it’s one of the last places organizations see as an opportunity to improve their multi-channel and self-service strategies. But it’s possible to apply human-friendly qualities to your IVR (yes, your IVR!) to:
- Grow and maintain customer loyalty.
- Increase cross-sell and up-sell conversion rates.
- Cut costs by reducing inbound call volumes and increasing use of phone self-service and assisted service.
- Reduce IVR abandon rates and unhappy customers.
Whether you’re a C-level or V-level executive, director or decision-making manager, you’ll want to hear:
- Case studies of companies’ success with IVR self-service.
- How a customer data-driven IVR/IVR self-service system can be a key enabler for success in your organization’s multi-channel customer service strategy.
- How to deploy phone self-service that let’s your customers know you value their time, their business and their loyalty.
Bonus for attendees of the live event:
Win a Zune HD 64 video mp3 player. Our sponsors will conduct a live drawing during the event and announce the winner at the end of the webinar.
Sponsored by:
