Interactive Voice Response (IVR) software can enhance the customer experience on the phone, as discussed in a recent Connect First white paper.
A summary of that white paper is below:
Many companies today offer the type of customer service they think their customers want. Unfortunately, there is often a huge disconnection between what companies think a customer needs and what customers actually want and need. A smart customer support provider will ask questions when building a system: What are the customer service expectations and preferences of consumers and the IT professionals who work for companies providing service?
Freedom of choice is important. Applied to customer service, this means allowing your customers to talk to you when and how they want, on the channel of their choice. You might think that "multichannel" customer service achieves just that. ICMI recently wrote an article describing what omni-channel has that multichannel does not. A summary of that article is below:
ICMI recently posted an article in response to Dr. Thomas Morrow's research that yielded two important articles concerning the viability and possible benefits of Intelligent Virtual Agents in healthcare. Health-care related inbound call centers have never been under greater pressure - but, as the Affordable Care Act introduces new challenges, so it creates the opportunity for businesss to capitalize on the pressing need for innovative solutions to meet exchange demands attributable to increased Medicaid enrollment. In other words, the opportunity for business innovation is in direct proportion to the dramatic changes to the landscape of medical insurance.
October 14, 2013 - Minneapolis, Minnesota
