Self Service

Visual IVR – Because Talk Isn’t Cheap

Customers are still calling. Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Customers Love Mobile Capabilities The Internet and mobile devices have had a huge impact [...]

July 8th, 2015|Customer Experience, IVR, Self Service|

Call Flow Documentation Impacts Customer Experience

With customer expectations growing almost daily, making changes to your call flows to improve the customer experience will be a much more frequent occurance. It's no longer acceptable to set up call routing or IVR menus and leave them unchanged for years as you may have in the past. However : you may find that [...]

December 4th, 2013|IVR, Self Service|

Misrouted Calls Frustrate Customers

Callers often find themselves on misrouted calls to the wrong place, which results in them being transferred. Frequently they have to start again when speaking to a second agent, which causes a high degree of caller frustration and leads to the perception of poor customer service.   Misrouted calls - The Black Hole Sometimes calls [...]

November 26th, 2013|Customer Experience, IVR, Self Service|

Customer Self Service Can Still Reduce Costs

Customer self service has been shown to reduce costs in contact centres by as much as 20% with self-service capabilities that include customers researching and buying through self-directed channels. Buying via these routes has been shown to increase the revenue per user by as much as 18%, when the provider offers effective self-service interaction for [...]

August 28th, 2013|Self Service|