a solid customer experience strategy starts with your ivr

A Solid Customer Experience StrategyStarts with Your IVR

3 Confidential and Proprietary.

Agenda

Phone Self-‐Service in a Digital World

Reasons to Update Your IVR

5 Best Practices for a Modern IVR

Case Studies

Q&A

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Phone Self-‐Service in a Digital World


Customers are switching to digital tools

64% of customers use at least three different channels for support.

Over 60% of customers review information on digital channels before contacting an agent.

If customers knew they could get a resolution to their issues on the first attempt, over 70% would choose a channel other than phone.70%

60%

64%


But they are overwhelmed with channel choice

Automated IVR

Website or FAQ pages

Live-agent serviceSelf-service

Web

Mobile

Social media

Phone

Email

Web chat

Search Mobile application

Communities

Query notanswered

Mobile application

Phone


When reaching out to customer service, through which channels have you had the most success resolving your issues on the first attempt?

Customers still rely on the phone for resolving issues

1%

2%

3%

5%

5%

7%

7%

11%

19%

36%

75%

0% 20% 40% 60% 80% 100%

Automated speech IVR

Automated touchtone IVR

Communities

SMS

Social media

Mail

Mobile application

Website / FAQ pages

Live chat (mobile or web)

Email

Phone call

Percentage of respondents


2%

3%

4%

8%

8%

10%

15%

18%

22%

31%

38%

43%

0% 20% 40% 60%

Other

Inconsistent information in different channels

Disjointed experience when I switch channnel

Technical issues with support channels

Agent knowledge and courtesy

Difficult to find information on web or mobile app

Having to repeat information

It takes a long time to find the answer

Transfers

Wait times to interact with a live agent

Difficult to reach a representative

Automated telephony is annoying

Percentage of respondents

But automated telephony remains the biggest frustration

Total respondents = 400

What are the top issues that you experience with customer service?


What makes a good customer support experience?

ü Resolutions on first contact

ü Simple connections between self-service and live support

ü Fast agent response rates

ü Minimal hold times / transfers

ü Access to knowledgeable agents

ü Simplified digital information

ü Personalized support


3. Use & support

4. Recommend

5. Repurchase

1. Research

2. Select & purchase

Customers need connected experiences

website

social media

store

website

mobile app

store

word of mouth

social mediamobile app

phone

social media

IVR

phone call

web chat

FAQ pages

website

mobile app

store


Phone self-service should map to digital experiences

Context awareSystem knows what device customer is using and data persists across channels

and devices

Personalized Interaction is supported by backend decisioningsystems and relevant

customer data

BrandCustomer can feel

‘satisfied’ in one touch, regardless of channels

Blended serviceSelf-service and agented service are integrated

and consistent

Value metricsSuccess criteria

measured in customer and transaction value


Reasons to Update Your IVR


Customers gain more personalized menu options

§ Hear simple, personalized menus

§ Can arrange a call back instead of waiting on hold

§ Are routed to the most knowledgeable agent

§ Don’t need to repeat their information

§ View supplementary visual information


Agents are empowered to assist customers

§ Receive updated customer information including historical context

§ Are empowered to assist customers in their field of expertize

§ Can proactively push data during a call

§ Gain a more balanced call schedule


Contact centers can improve processes and efficiency

§ Can balance call volumes using call back options

§ Gain insight into IVR menu success and task resolutions

§ Improve processes for customers and agents

§ See increased customer and agent satisfaction


Best Practices for a Modern IVR


Questions to address

§ Which support questions can be addressed entirely in self-service?

§ How can menu choices be personalized to improve the experience?

§ When should customers be encouraged to authenticate themselves?

§ How can existing customer data be used to preempt customer needs?

§ Can mobile applications and websites be personalized to customer preferences and devices?

5 IVR Best Practices


1. Integrate IVR with an Omnichannel Experience

Website

IVR

Contact Center

Seeking Information Purchase

Need Support


1. Integrate IVR with an Omnichannel Experience

Website search

Click to Call Hotline

Make purchase in

Store

Download App

Receive Mobile Coupon

Click To Call Help

Make Purchase

Deliver the Optimal Low-‐Effort Experience and Shape Customer Behavior

Website

Mobile App

IVR

Store

Contact Center


2. Capitalize on Mobile Capabilities

Example Use CasesCallbacks � Scheduling Appointment � Surveys


3. Simplify Self-‐Service Options

Thank you for calling. Please listen closely as our menu options have changed.

If you are a current customer, press or say 1. If you are calling with a question about a …

As a current customer, are you calling about a recent order, a delivered shipment

Hi Mary. Thanks for calling back. Are you calling about the order that was delivered last week?


4. Utilize Data…lots of it

+

CRMü Personalization

ü Predictive

ü Proactive

IVR

=


5. Continuously Improve Your IVR & CX

Case Studies


“We were saving a minimal amount a couple of years ago. Now we’re well into a million dollars of annual savings per brand.“

John DibrangoChannel Management and Governance DirectorAstraZeneca

Customer Success Story: AstraZeneca

Finding a Remedy for IVR Growing Pains

Challenges• Streamline numerous, disparate IVRs from multiple vendors.

• Improve self-‐service capabilities as majority of calls went to agents

• Reduce cost and time to make frequent changes required by industry regulation.

SolutionGenesys business intelligence analytics capabilities drove IVR streamlining, flexibility and cost reductions.

Results• Self-‐service rates increased by more than 100%• Live agent calls reduced by 80%• Saved millions of dollars per brand, per year.• Gained holistic view across programs, brands, and voice applications.

Industry Pharmaceutical Region North America


Over 20 IVR Apps – Now Controlled by the Business

Challenges• IVR platform was end-‐of-‐life• Needed ability to easily & quickly make updates to the IVR

• Required scalability

SolutionDesigner allows business-‐users make updates to the IVR.

Results• 20+ distinct applications being deployed• Fast & easy migration to the cloud• Provides foundation for additional Genesysproducts

Industry Hi-‐techRegion Global

“We felt like the tools were better, more responsive, and less complicated than the other vendors. It's more configuration and less coding. We thought the reporting looked good. Those capabilities looked strong.“

Sr. Business Program Manager, IVR


Summary

§ Phone self-service should be used to deliver positive customer experiences

§ Create seamless transitions from self-service to live service

§ Connect context across channels

§ Ensure customers are educated around the best way to find resolutions

§ Evaluate customer satisfaction and adapt menus

a solid customer experience strategy starts with your ivr

Technology