Magazine article CRM Magazine

5 Best Practice Tips for Leveraging Automated Voice Self Service for Improving Customer Service

Magazine article CRM Magazine

5 Best Practice Tips for Leveraging Automated Voice Self Service for Improving Customer Service

Article excerpt

Customer care managers are finding new opportunities for building retention and loyalty programs without busting the budget by leveraging more capable speech self-service solutions. A variety of technology and business factors are coming together to make it easier and more cost effective to deploy engaging voice-based dialogs designed to deliver great customer care.

Seventy percent of Americans are willing to spend an average of thirteen percent more with companies they believe provide great customer service according to recent research by American Express. This means incremental revenue with 7x24 self-service value!

Following are best practice tips for improving customer service with hosted automated voice self service solutions:

1. ZERO IN ON WHAT TO AUTOMATE

There are 3 important factors to consider when deciding on what part of the customer interaction should be automated with voice recognition:

* Prompt & Response--Evaluating whether a task is best completed by using automated interactive guidance or open conversation response must be considered in the planning phase. Too much of either instance can cause caller frustration.

* Efficiency--Does a task simply require many steps? If so, blending speech self service at the front end of a call with agent support to achieve immediate call response with agent dialog resolution may be an optimal solution.

* Accuracy--Evaluate speech self-service solutions based on several factors relating to accuracy such as the ability to correctly identify a result among like sounding words, error recovery strategies and overall user interface design focused on getting a caller to their goal with minimal effort and maximum comfort.

2. CREATE SEAMLESS TRANSITIONS TO OTHER CHANNELS USING DATA INTELLIGENCE

One benefit of using data for cross-channel intelligence is that it moves the customer conversation forward. Best practice tips include:

* Implement VoltDelta's WhisperTel, a technique where agents hear a recorded key word or phrase that occurred in the voice automated channel prior to receiving the call. This will prevent the customer from having to repeat information to an agent which was already provided.

* Set engagement expectations. For example, upon transfer, the automated system can inform the customer that the agent will need additional detail such as social security number or account number to complete the transaction.

* Create agent efficiencies. …

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