May 12, 2011
Two More Uses for Outbound IVR
Outbound interactive voice response (IVR) is becoming an extremely useful tool for companies to keep in touch with their clients—or provide what is called high-touch service.
High-touch service enables companies to stay in constant contact with their clients and provide them with services that create loyalty, including welcome messages, updates and reminders. Outbound IVR can be a non-intrusive way to make sure customers know the company is aware of them and always there.
Here are two more ways companies can make the most of their IVR systems by providing high-touch service…
Service Notifications—For companies that rely heavily on service to their customers (such as cable, telephone and Internet providers), notifications of planned or unexpected service are crucial. No customer wants to come home one day to find their cable out for the evening when they didn’t know about it and their favorite show is on.
Notifications enable customers to plan around scheduled and unscheduled service periods, which is a common courtesy that lets customers know the service provider is watching out for them.
Sales Announcements—Who doesn’t want a reminder when a sale is coming up? For many people, sales are when they do their shopping and no other time. If a retail store can provide their favorite customers with sales announcements, not only do they engender their customers’ loyalty, they also bring in more business when the sales come around.
For a lot of retailers, sales at important times of the year, such as the holidays, can make or break their year. Using an IVR system to get in touch with customers at exactly the right time can be crucial for many retailers.
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Edited by Juliana Kenny