Has Your IVR Kept Up with Your Customers?

Your customers have evolved - and so should you. People want real-time data and updates via their choice of many media (text, email, calls, social media, Web). People do not use touch tone phones now, everyone has moved to a smartphone. And snail mail? ...it’s dead. 

MicroAutomation wants to help you to create an IVR that customers actually enjoy using!

If your business encounters unforeseen events that may impact your customers (e.g., a service outage), they want to know about it now; communicate to them proactively via new media, instead of taking thousands of inbound calls.

People also expect very high levels of customer service and prefer personalized information; this can be done by customizing today’s IVRs. Providing that high level of customer service creates a positive association with your brand ...and a better overall customer experience.

Today’s IVR can take many forms, and each can be customized for your business needs utilizing the intelligent IVR approach. Learn which approach is best for your organization:

MicroAutomation Value:

• Dynamic Menu options: Menu choices based on caller history and accounts
• Backend systems integration: Insight into the back-end systems to integrate recent customer interactions into IVR experience
• Real time front end messages: Place an event message in front of the IVR and give customers real time information at high call volume peaks due to events
• Personalize the customer experience: Allow for cross sell and up sell messages based on your offerings

Key Performance Indicators (KPIs)

• Number (or %) of calls transferred to live agent by containing customers in the self-service IVR
• Reduced queue time by decreasing number of calls that go to agents
• Decreased average agent talk time by routing the caller to the correct agent the first time
• Increased self-service IVR containment rate