September 06, 2012
Beware: Do the IVR Compare!
When it comes to investing in an interactive voice response (IVR) system, a very critical step includes doing a thorough comparison of the current solutions that are out there. A very common mistake made amongst businesses everywhere lies in the fact that they do not invest in the solution which is best fit for them. Comparing features lies essential to guaranteeing that the software selected is designed best for you – not just some hum-drum, generic customer service platform that will not fulfill what you most need. Here are some simple ways to easily compare:
“Utilities who supply power to a large segment of their local population need IVR systems that address the specific needs of their customers,” says this New Ezine article. Handling large volumes of customer calls is critical to preserving business continuity, but it also serves as your business’ main challenge. “If the program is a generic customer service platform, you may find it falling short during power outages or disaster situations,” they add. Disaster recovery programs open up an entire new can of worms, but think about it – do you really want to risk your entire system that your customers depend on, especially when it’s larger than normal? I didn’t think so, and this is why doing a thorough comparison between systems’ details is critical.
Level of Customization
Speaking of looking into details, customization for responding to specific situations is extremely important when considering which IVR system to implement. “Look for IVR systems that can be customized not only to the size of your business and customer base, but to specific incidents as they occur,” New Ezine says. “You should be able to tailor scripts to a variety of scenarios, including routine calls, emergency outages and impending update notifications and more.” When doing a good look-through, you’ll find that some IVR systems include professionally scripted replies based on input, which can also prove beneficial for your customers.
Versatility of Calls
Every shoe doesn’t fit the same – heck, not every shoe is the same. This goes to prove the equally important point that not every call – or customer – is the same. “It may defeat the purpose of investing in smart grid software if the IVR systems you choose aren't versatile enough to respond to a variety of situations, including emergency outages or disasters,” the article explains. “You don't want your interactive voice response service to respond in the same way to callers looking for billing information and callers reporting downed lines or other emergencies.” Consider it this way – the perfect IVR system for your business will work so that each call is handled logically as well as quickly and efficiently.
Comparing IVR systems before investing can be what preserves – and promotes – customer satisfaction, and thus business continuity. Integrating the right one for you can be made simple and easy when following guidelines similar to the above.
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Edited by Brooke Neuman