You know how important customer service is to your business. Keeping a returning customer is a lot cheaper than acquiring a new one. Plus, satisfied customers will be much more likely to recommend your brand. That means improving customer service should always be a priority for your business. In this article, we’re going to share a few tips on how to do it using your IVR system.
Your IVR is the first impression your customers get from your brand. That gives it a lot of weight on your customer satisfaction. Happy callers mean a higher conversion rate. We are living in an age of experiences. Presenting a completely positive experience is the fastest way to success. So, how can you use your IVR to improve your customer service?
1. Why are your customers working with you?
Don’t assume that your customers are giving your their business for a single powerful business. That reason might have triggered their initial acceptance. However, their decision to keep coming back depends on the entire experience of your business.
Let’s look at an example. You were looking for a video production company and chose the one with the best price. At first, everything wasn’t perfect, but, the price was worth it. After a while, getting in touch with them begins to be a pain. Their prices attracted more customers and their lines are clogged. The price and quality of the work are still the same. However, the experience has changed. Will you stay with them?
Think about the journey your customer takes from the moment the IVR greets them, to the moment your executive says goodbye.
2. Conversion is not the end
As we stated above, keeping an old customer is always cheaper. Converting a new customer is not the end of your campaign, it’s just the beginning. Your priority should always be on retaining those customers.
Improving retention with your IVR is quite simple. You just need a good system. For that, you should keep your option tree simple and user-friendly. Another great tip is to always give customers a way to reach a real person. Some of your customers will prefer taking care of things on their own. Others will truly appreciate the guidance of an expert.
3. Listen to your customers
Each audience is different. While doing research certainly helps, you need to learn what works for your customers. Your IVR system can do wonders getting that information for you. The usual choices are randomly recording conversations, keeping an eye on the metrics, and adding a feedback option to your option tree.
These are just some of the ways you can improve your customer service. IVR is a flexible tool that will improve your business while cutting costs. If you’d like to implement some of these tips, but, you’re just not sure how to go about it, don’t worry. We can make sure your IVR offers world-class customer service. Schedule your free consultation now. CALL NOW +971-4-454-1054. We’re eager to discuss how we can help your business.