Unshackled from the IVR Queue and IVR Recording: Live Digital Engagement

Posted by
Patrick Spencer
LivePerson Contributor
10/15/2014 - 15:18

In a recent post on CustomerThink.com, "Five Ways to Destroy Customer Goodwill," Richard Shapiro discusses five ways that organizations typically destroy customer goodwill. Each of them are related to how organizations say "No!" Many companies spend millions of dollars attracting new customers each year but fail to capitalize on their investments by not delivering a great customer experience.

Shapiro's list comes from recently personal experiences. The third one resonates particularly well when it comes to the potential impact digital engagement can have—or fail to have—on customer experience. He cites a scenario where he had to call his credit card company with a question. He attempted to self-serve on the company's website but wasn't able to resolve the issue; the tools weren't available. Calling them was his next—and only—resort; it was the only engagement channel listed. However, when he called, rather than getting put into the Interactive Voice Response (IVR) call queue or even reaching a live person from the Contact Center, he was pushed to a recorded message: "We are experiencing a high volume of calls and customers should contact us at another time." 

As the growing number of companies see the volume of calls and emails to their Contact Centers skyrocket, they are rethinking how they approach customer engagement. Digital engagement is increasingly seen as the answer. 

Shapiro accentuates that this is a "terrible message" for customers. It tells them they are not important and their question can wait. His solution is to hire more Contact Center representatives. But is that the best solution? 

As the growing number of companies see the volume of calls and emails to their Contact Centers skyrocket, often overwhelming their front-line customer service representatives, they are rethinking how they approach customer engagement. Digital engagement is increasingly seen as the answer. For customers trying to self-serve, businesses can proactively identify when they need help and offer them a live chat or content that quickly answers their questions or resolves their issue. In the case of targeted content, it has zero impact on the Contact Center. For live chat, agents typically can serve between three and five—sometimes more—customers concurrently. Phone has no concurrency, and thus is 3x-to-5x less efficient than chat. But it doesn't end there. A preponderance of customers prefer chat over phone. A winning combination: more efficient and more effective!

Businesses seeking to get beyond the IVR queue—or worse, the IVR recording—should check out LivePerson's digital engagement solution. More than 8,500 companies around the world have done so and have freed themselves from the shackles of the the IVR.

Find out how the Community College of Denver's (CCD) Call Center addressed an overwhelming volume of student inquiries by using LivePerson's LiveEngage platform. Students were going into the IVR Queue and finding themselves stuck waiting for a Call Center Specialist to become available. To find out how CCD solved this problem, check out the CCD success story and video.

 

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