As we all know, customer service experience has been in decline for many years. Especially with the onset of COVID-19, many companies are taking advantage of IVRs (Interactive Voice Response) and off-shore call centers. While there are many ways to enhance and create a better user or customer experience, with today’s latest  IVR technologies, there is no reason why customer experience should suffer, in fact, the customer experience should be on the rise. Technological developments in IVR will be putting the customer first and will provide accurate and insightful data to the business while maintaining satisfied consumers. 

How can Customer Service be Enhanced? 

1. Efficient Response Time

IVR technologies connect you with a customer service representative in a time-efficient manner. Consumers are often taking on different tasks in their day and getting connected with a representative in a timely fashion is a marker of a positive experience. Even if a rep takes a little more time to get them an accurate answer it is valued that is the right one and this is something consumers take note of. Using IVR systems will allow for efficient connectivity between customers and the representative and will in turn be provided with the answers they need.

        2. Creating Informed Agents

Happier customers means having responsive well-informed reps. Representatives who are unable to give a complete answer to the question being posed to them will in turn leave a bad impression on the customer. To fix this problem providing reps with answers to FAQs and fact sheets will lead them to provide accurate answers and leave the customer happy with their experience. Not only will the customer be happy but the agents will be too due to the fact that they are dealing with a smaller number of unsatisfied customers. By using IVR technology and training agents to be well informed will lead to satisfied customers. 

Carrying this into 2022

Now living in a world that is being run on a mostly virtual basis due to COVID-19 it is important that customer service is of the utmost importance. Even though there has been a decline in recent years there is room for improvement. Having a quick response time and customer service representatives who are well informed will create happier customers and fewer stressful interactions. IVR and offshore call centers are here to provide both of those essential factors.