The New Rules for IVR
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Transcript of The New Rules for IVR
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Allison Smith
The Voice of Asterisk
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“To find our office if approaching from the 401 freeway, turn left at the...”
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“To find our office if approaching from the 401 freeway, turn left at the...”
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“We know your time is valuable...”
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“We know your time is valuable...”
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“....for technical support, and you
already have an open trouble ticket,
press 8
....for technical support without a
trouble ticket, press 9
....for technical support with an open
trouble ticket, but your issue has not
been addressed, press 10
....for those who are not sure if they
need to open a trouble ticket, press
11.....”
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“....for technical support, and you
already have an open trouble ticket,
press 8
....for technical support without a
trouble ticket, press 9
....for technical support with an open
trouble ticket, but your issue has not
been addressed, press 10
....for those who are not sure if they
need to open a trouble ticket, press
11.....”
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“....for technical support, and you
already have an open trouble ticket,
press 8
....for technical support without a
trouble ticket, press 9
....for technical support with an open
trouble ticket, but your issue has not
been addressed, press 10
....for those who are not sure if they
need to open a trouble ticket, press
11.....”
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“....for technical support, and you
already have an open trouble ticket,
press 8
....for technical support without a
trouble ticket, press 9
....for technical support with an open
trouble ticket, but your issue has not
been addressed, press 10
....for those who are not sure if they
need to open a trouble ticket, press
11.....”
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A. Wastes Your Time
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A. Wastes Your Time
B. Its SOLE PURPOSE is to Keep
You Away from Actual
Humans
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A. Wastes Your Time
B. Its SOLE PURPOSE is to Keep
You Away from Actual
Humans
C. It’s for the COMPANY’S
Use – Not Yours
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37% of respondents said
they might
decide to stop doing
business with your
company
altogether after a single
bad IVR experience.
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-Long Menus
-Complicated Menus
-Convoluted Instructions
-“Commercial” in opening greeting
-Redundant or repetitive requests
-Too many hoops!
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• Turnkey to the point of “Siberia”
• We’re impersonal – because YOU want it that way
• Elitist – We only let people with REAL problems speak
• to an agent
• We don’t deal with late adopters, the technologically
challenged, or the elderly.
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-This CAN’T be for making *our* life easier!
-This is designed solely for the *company’s*
business processes -- not for handling my
issue easily or effectively
- If I want someone to deal with my issue,
*I’ve* got to do the work
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Only 1% of respondents indicated they will never try an IVR before deciding to transfer to a customer service agent
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40% will transfer to an agent if there's not a first-level
menu choice that matches why they are calling. *
*Primary Source: Consumer survey fielded in the US between April 11 and 24, 2014 asking 1,000 adults regarding their history in contacting customer service and interactions with IVR systems.
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The reason they’re calling about is not in the menu
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Use analytics to determine your most popular/often used choices, and front-stack those
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They often have to repeat the same info to an agent once they transfer
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Make sure agents are aware of exactly where the customer is in the process – and make sure they don’t ask for repetitive or redundant things.
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Overwhelmed by too many options
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Keep the menu as short as possible, using the most popular/often used choices first
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Keep the menu as short as possible, using the most popular/often used choices first
BONUS POINTS:LIMIT SUB-
DIRECTORIES TO 3 CHOICES!
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“....for technical support, and you already
have an open trouble ticket, press 8
....for technical support without a trouble
ticket, press 9
....for technical support with an open trouble
ticket, but your issue has not been
addressed, press 10
....for those who are not sure if they need to
open a trouble ticket, press 11.....”
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1. Economize on choices
2.Simplify
3.Eliminate steps
4.Get callers to a solution – or agent – as quickly as possible, with minimal hand-offs!
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1. Use IVR to establish identity, personality
2. Use IVR to reinforce their decision3. Use IVR to build their trust4. Think of IVR as a way of mirroring
your business practices across the board
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Not only should IVR NOT
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Not only should IVR NOT
• CONFUSE
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Not only should IVR NOT
• CONFUSE
• AGGRIVATE
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Not only should IVR NOT
• CONFUSE
• AGGRAVATE
• or
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Not only should IVR NOT
• CONFUSE
• AGGRAVATE
or
• DEHUMANIZE
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• FACILITATE
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• FACILITATE
• EDUCATE
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• FACILITATE
• EDUCATE
• IMPROVE THE CALLER EXPERIENCE
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• FACILITATE
• EDUCATE
• IMPROVE THE CALLER EXPERIENCE
• IMPROVE YOUR BOTTOM LINE
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