Company IVR |
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Company IVR |
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Company IVRCustomers like to do business with companies that not only provide the goods or services they desire, but also that allow hassle free interactions after a purchase has been made. In an effort to give customers the convenience and fast response they expect, organizations may look at technology driven solutions that try to stay a step ahead of the customer's needs. While this is an idea with some merit in the conceptual sense, it is not always as positive once used in real life situations. The cartoon above, depicts a scenario where a customer simply selected the wrong IVR choice and ended up changing his billing and call routing based on that choice. While, the cartoon is meant to be humorous, it is unfortunately based on a true story. Companies that properly use technology, including IVRs, take into consideration the possible complications that could arise from the deployment of such customer management tools. Not taking the time to assess reasonable actions that customers may take in relation to a new initiative can be disastrous. For example, allowing easy access to key information would only be a good idea as long as making changes to such information required confirmation prompts. Imagine what would happen if customers who paid their electric bill over the phone where automatically enrolled in an ongoing direct withdrawal program for future payments? The answer depends on whether or not the customers were told about the change. |
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