How can IVR System be used to personalize customer experiences?

April 11, 2023

You feel like you have been on your phone for a while, even though it has just been five minutes. There is no time to wait or squander for your consumers. When customers call, they want their questions or problems answered quickly. Without assistance, handling enormous call volumes is frequently practically difficult, which is where Visual IVR software comes in.

The contact centre has relied heavily on conventional Interactive Voice Response (IVR) technologies for many years. It was not without flaws, though. Visual IVR is developing as the AI revolution speeds up and the customer service landscape transforms into digital solutions and an omnichannel strategy.

Interactive Voice Response (IVR) systems have become ubiquitous in modern customer service. They are designed to streamline and automate handling customer inquiries, freeing staff to focus on more complex issues.

However, IVR systems are not just tools for efficiency; they can also be powerful tools for personalization.

Different Features of IVR System

Challenges in IVR 

High Abandonment Rate- For all organizations, a high abandonment rate is problematic. This indicates that consumers leave the customer support system rather than acting independently or waiting to speak to a live representative. This may cause clients to migrate to competitors and  devastate a company’s reputation. The latest findings that 96% of consumers feel customer service impacts the amount of their commitment to a brand highlight the significance of low desertion rates and outstanding customer service.

Poor Call Containment-  Call containment tracks the number of customers using self-serve technologies to fix their problems. In other words, it describes how many calls are handled without the assistance of a live representative. If your call containment rate is poor, your IVR system isn’t performing one of its crucial functions, automating self-serve for high-volume questions.

High Transfer Rates- The caller gets angry, the agent loses precious time, and the consumer waits longer. According to a staggering 72% of consumers, several agent conversations indicate bad customer service.

Insufficient Caller Information- Consumers are 71% more irritated by impersonal purchasing experiences. We know how unpleasant it may be for customers to repeatedly be prompted to provide their personal information or describe their issue.On the other hand, call-taking operators find it frustrating when there is a lack of consumer information. Before the caller is connected, they prefer to see the customer’s history and most recent customer service encounters on their screen.

Ways IVR can be used to personalize customers’ experiences 

Voice recognition- IVR systems can use voice recognition technology to identify customers by their unique voice patterns, enabling the system to greet them by name and personalize the interaction based on their past interactions with the company.

Caller identification- IVR systems can also use caller identification technology to identify customers based on their phone numbers. This information can be used to retrieve the customer’s account information and provide personalized service.

Customized menus- IVR systems can be configured to provide customized menus based on the customer’s history with the company. For example, a returning customer might be offered a different menu than a new one, with options tailored to their needs and preferences.

Personalized messaging- IVR systems can be programmed to deliver personalized customer messages based on their interests and past behaviours. For example, a customer who has previously purchased a particular product might be offered a discount during their next call.

Integration with customer data- IVR systems can be integrated with a company’s customer database, enabling the system to access the customer’s purchase history, preferences, and other relevant information. This can help the system provide more personalized service and support.

Overall, by leveraging the capabilities of IVR technology, companies can create more personalized and engaging customer experiences, leading to higher customer satisfaction and loyalty.

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