The way in which this contact with the consumer is made can also be quite different and will depend on the best channel for each business. In any case, it is currently possible to provide customer chinese overseas america database service via email, social media, chatbots, WhatsApp and, the classic, telephone.
Each
channel has specifications, techniques and strategies to be followed. However, for companies that opt for telephone service, it is important to know that there is a facilitator that helps with performance, agility and customer satisfaction: the telephone IVR .
What
is telephone URA?
The Audio Response Unit, better known as a telephone URA or IVR Talker, is an electronic attendant that, through code automation technology, can identify digits and even voices and, consequently, react according to what is captured. Therefore, it is possible to program the URA in the best possible way for each company's service specifications.
After identifying the customer's intention to interact with the IVR, the call is transferred to human agents or can be resolved before the need for help from an attendant is even reached. The purpose of the IVR is to speed up the service process and, therefore, offer the best experience for the customer.
According to a survey conducted by Zendesk in 2020, 56% of respondents said they would stop buying from a company if their customer service experience was not good. Consequently, with the importance of good customer service growing, 72% of companies say that improving the customer experience is their top priority.
Furthermore, as already mentioned, the resolution of common and simple consumer issues can be resolved via the telephone IVR itself . This facility is important for customers who contact us with just a small question about the product or service offered.
In addition to this, the main purpose of the URA can be summarized as: generating an automated message for the customer and, through it, generating an interaction that helps and speeds up the operation.
Caption: Maximum customer satisfaction rating
The main features of the URA
To be able to assertively achieve the main objectives of the URA, it is necessary to know which possible functions are created within the automated menu. The main ones are:
Customer identification;
Segmentation;
Customer retention in the URA;
Service automation;
The types of URA
To meet the specific needs of different companies' customer service operations, there are a variety of telephone IVR models and functions . Each one has its own particularity and diverse purpose. Check out some of them below:
Receptive URA
This IVR model is common for incoming calls, that is, when a customer contacts a company's call center. The inbound IVR is programmed to direct the call to each responsible area within the company. A classic example is when, as soon as the call is answered, you hear a voice saying: “Hello, welcome. Press 1 to speak to the support team, press 2 to speak to finance, and press 3 to speak to one of our representatives.”
Active URA
Active URA is a configuration designed for outbound calls, that is, for calls made from within the company to the customer. This type of service is usually provided with the aim of retaining the customer, to ensure that they are always active. A good example of this possibility is when you receive a call from a company and hear: Hello, we are (insert name) and we are contacting you to offer a promotion for our service or product. To find out more, call (xx) xxxx-xxxx”.
Reverse URA
Another possible format for outgoing calls is the reverse URA. Still with the same objective of keeping the customer active and creating a bond with them, this type of telephone URA will forward, at the end of the recording, to an agent who will be waiting for the command. For example: “Hello, we are (insert name)! We have an incredible opportunity for you. To find out more, press 1 to speak to our representatives and press 2 if you are not interested.”
The benefits and points of attention of URA
The benefits of a well-configured URA are: scalability, agility and quality for the operation. In addition, the customer experience is guaranteed, loyalty is assured and satisfaction is attested. A well-designed service flow, within the URA, can also offer good management, a unified view of the area's main metrics, such as TME and TMA , and control of possible performance problems.
Caption: Operation data and metrics analysis
Another positive point to be analyzed is: the possible resolution of customer doubts and problems, even before reaching the attendant, reducing the call queue and leaving the attendants freer and less rushed with demand.
On the other hand, if the service flow is not well designed and thought out, it may provide the worst possible customer service. Some examples are:
Maze-like IVRs, configurations that prevent the customer from leaving the IVR to speak to an attendant
Black hole, when the connection drops or is interrupted abruptly; bad and unintuitive messages to generate interaction
Amateur audio with a lot of noise, made without any preparation or concern
meaningless flow
Therefore, you need to be very careful when creating the service tree so that the customer can make the most of the service and your operation can also benefit from this resource.
The Simple Attendance URA
Atende Simples is a cloud-based telephone relationship platform. Our product, as it is focused on the telephone channel, also has an IVR that is: flexible, for those operations that need to configure a single service flow; agile, with integrations and a graphical interface; easy and simple to understand and configure; and offers autonomy for operations, without the need for external areas to use it.
In addition to basic functions such as customer identification, segmentation and retention, Atende Simples' URA offers the possibility of conducting satisfaction surveys, callbacks (returning missed or incomplete calls), a service queue with advanced options, and integration with other systems. The types of telephone URA , such as active, reverse and receptive, are also a reality for those who use our solution.
And now?
Now you know what a telephone IVR is, its importance for customer service, its features, benefits and models. Therefore, manage it in the best possible way, so as not to create problems and bad experiences for your customer. Constantly analyze the flow of your IVR to see if the configuration initially set up still makes sense.
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