July 19, 2012
IVR Doesn't Have to Get Ugly
By Susan J. Campbell, TMCnet Contributing Editor
We’ve all been there - having the pleasure of calling an 800 number and being greeted by a friendly, computerized voice that promises to answer all of our questions. When the system fails miserably, dissatisfaction emerges where it didn’t even exist.
All too often, customers are left to scratch their way through confusing IVR systems, only to believe that they have finally reached their destination to either be routed right back to the main menu again or hung up on. The experience leaves you wondering if some companies ever bother trying to go through the prods of their own IVR to see how infuriating a poor set-up can be.
After feeling like you’ve just gone through a maze blindfolded only to end up back where you started, you say to yourself, “But I followed all the right prompts!” It can be a vicious cycle trying to get good customer service out of an IVR system, so much so that many people would rather not even bother to call at all.
Fortunately, not all IVR experiences have to end in customer frustration. It all boils down to having the right system in place, according to this 1to1 Media report. One customer recounted an experience with Banana Republic, where getting a refund for a credit card overpayment was quickly and efficiently processed through the company’s IVR system.
Now-days, that’s the sort of service we have come to expect, but the IVR process can be simplified with professional providers like Plum Voice. The engineers at Plum Voice are not new to the IVR game. They have decades of experience with the technology, which is why the company is considered a market leader when it comes to building customized voice application systems that meet all types of business needs.
Plum’s engineers are seasoned at troubleshooting, and are available to resolve issues anytime – whether night or day. And, with real solutions that can only come from years of expertise, you won’t ever have to worry about a rep who reads you a script as part of the troubleshooting process.
Plum’s only focus is IVR, and that’s what has allowed it to create such great systems.
For companies demanding the highest level of IVR performance, Plum integrates its VoiceXML (News - Alert) software with professional services to simplify the process. The company has a system for all types and sizes of businesses because it realizes the value of creating a top-notch customer experience, no matter the size of your operation.
Click here to discover more about how Plum Voice can help you and your business.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Allison Boccamazzo
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