If a customer orders food delivery, for telegram thailand viral example, rolls, the very next day he is interviewed by a voice robot to assess the quality of service and receive feedback.
The customer's responses are processed and the results are analyzed by the quality service, which may make adjustments to the work or personally contact the buyer to discuss the feedback received.
This strategy allows the company not only to correct errors, but also to adapt its service to the needs and preferences of customers, which helps to increase the level of customer satisfaction and their loyalty to the brand.
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Setting up IVR for mass calling
Interactive Voice Response (IVR) is a system that allows the user to control it using voice commands or by entering them using keys on their mobile device.
Recommendations to avoid mistakes during the IVR setup process:
Before implementing IVR, it is important to understand what functions it should perform.
For example:
If a company receives a large number of incoming calls, an IVR system can be used to distribute calls between employees and departments, acting as an initial support line.
IVR is used to provide information about the working hours and location of offices, which helps reduce the workload of staff.
Improving the experience for customers on hold increases the likelihood that they will wait for an answer, which reduces the risk of losing the customer.
Explore the data on the number of queries.
Frequently asked questions should be analyzed and integrated into the IVR system. Use this information to improve service.
Test IVR systems for problems by analyzing algorithms and menu functionality to find weak links.
Before you launch your IVR, it's important to take the time to test it to ensure that users can easily find the information they need and that they don't run into obstacles due to certain details that will prevent them from completing their tasks.
Limit yourself to a brief greeting.
The appeal begins in a standard way: “Hello, Smarter is on the line.” That’s the entire dialogue.
Make sure to keep your structure concise with a limited number of menu sections.
When there are too many options available, the customer is likely to become overwhelmed and stop the conversation.