To get the most from your IVR, you need to know exactly what’s going on within it at all times – and the key to total IVR visibility is comprehensive reporting.
A great IVR is one where any problems or bottlenecks are swiftly and elegantly fixed before performance starts to suffer. But it’s extremely hard to proactively fix issues that you can’t see. That’s where reporting comes in.
When it comes to designing great IVR and conversational AI user experiences, understanding and designing for context of use is critical. Context Gathering is core to the VoxGen user-centred design process, and for very good reason.
When it comes to measuring customer experience, one of the key questions I’m often asked is which is better: CSAT (Customer Satisfaction) or NPS (Net Promoter Score). In fact, this question has been a hot topic for a number of years and there is mixed opinion, and supporters and critics of both.
There’s a lot of talk about using big data to create truly personalised customer communications. But our experience shows that, in the IVR channel, even basic amounts of personalisation can lead to major improvements in call resolution rates and customer satisfaction.
Customers are happier when brands know what they want and tailor their service accordingly. It’s easier than you might think to make that happen in your IVR.
