Building Blocks for a Modern Self-Service Application: a Genesys Whiteboard Discussion
In this Genesys whiteboard discussion, you will see the components that make up a modern, dynamic IVR application and how they work together to create an optimal customer experience.
IVRs often get a bad rap. Consumers often view them simply as an obstacle to overcome in order to accomplish their real task of talking to a live agent.
There are 2 primary reasons that traditional – and I’ll argue, old – IVRs deserve their terrible reputation.
The first problem is that in many IVRs, all callers are treated identically whether they are a prospective buyer or a long-time customer of the business calling about their account. Callers are not differentiated in the slightest, so they are presented with the exact same menu options.
The second problem is that even IF the IVR is set up to allow callers to self-serve in the application without the need to talk to talk to a live agent, the reality is that at least some of the tasks callers seek to accomplish are complex and not ideally suited to be completed through the only two inputs a traditional IVR can take – Dual Tone - Multi Frequency or speech.
But rather than complain about old IVRs, I want to talk about a new way of managing your IVR. The modern IVR is simple for your customers to use and self-serve. And, most importantly, it doesn’t treat all callers the same. Let’s look at the building blocks needed to create a new, modern IVR.
First, integration with your CRM system is a must. Since your CRM maintains record of who your customers are and what they’ve done with you in the past, this information is critical to connect with your IVR so you can personalize the caller’s experience. A simple greeting of your caller by their first name goes a long way in conveying to your customers that you recognize them individually.
Second, a modern IVR expands its input capabilities to include multimodality. A large number of caller tasks and issues fall into a category more challenging than a basic IVR task – like obtaining an account balance – but still less complex than requiring an agent to assist. Here is where multimodality shines.
Here we take advantage of the smartphone boom by asking if the caller is on a smartphone. If yes, the IVR can push out a text message with a link – and suddenly the user is now able to visually see options and make selections in a far more efficient manner than a simple voice interaction.
For instance, if I call my bank wanting to set an appointment with a mortgage loan specialist –I would find it challenging to determine which bank location was most convenient, then the date and time – all via just voice. But, if instead I call into a bank and they know that I have a smartphone, now my interaction can be transformed into a visual one. I can now see a map with the various bank locations offering in-person appointments for mortgages. Once I select the location, I can see the available dates and times for appointments. And, I can even go backwards if need be – something traditional IVRs are not set up to handle.
While these are just a couple of steps and multimodality examples, if implemented properly – these elements can truly revolutionize your IVR and the customer experiences you can offer callers.