When customers call your business, the first thing they typically hear is your IVR system. How well your IVR understands who’s on the phone and its ability to provide useful and meaningful information sets the stage for a successful—or awful—customer experience.
DDV has been helping customers design, develop, and implement effective IVR solutions for over 25 years. With expertise in all major IVR platforms, we can help you build a best-in-class experience for your callers no matter what technology exists in your contact center. We believe automated voice solutions should follow these key principles:
- Know the Customer. Identification and Authentication (ID & Auth) are the key first steps. Securely identify customers and beat all comparative benchmarks in the industry.
- Craft a Personalized Interaction. Use all available means—business intelligence, relationship data, and transactions—to tailor the interaction to each caller.
- Keep It Simple. Make it easy for the customer to accomplish their goal with as few steps as possible during the call.
- Use the Customer’s Terminology—not yours. Let customers use their own words instead of simply reacting to your prompts. Recognize what your customers are saying and enable them to complete transactions with as little friction as possible.
How effective is your IVR?