Every person needs to contact customer service at some point in life. It is evident that a customer care department is very crucial. It is capable of influencing the performance of a company. It is the work of the customer care department to ensure customers are served based on their queries or complaints. As a result, companies have invested a lot of money in setting up different types of customer care departments to serve their customers. This ranges from the call center to websites. Before we start our discussion, it is important to understand the term IVR or rather interactive voice response. An interactive voice response can be defined as an automated telephone system that interacts with customers when they call different call centers. It serves two purposes. Namely, Gathering information and routing calls to the appropriate agents An IVR system provides different responses based on the command given based on the keypad selected. Here are some common IVR applications: Call center forwarding Office call routing Bank account balances and transfers A company must, therefore, establish a customer service department if it really cares about customer satisfaction. Failure to do so, some customers will look for alternative companies that value their clients. All IVR applications have pre-recorded voice responses to guide customers to the appropriate agent to handle their issues. That aside, a lot of people are confusing Visual IVRs with Orthodox IVRs. We are going to help distinguish both the similarities and major differences between the two types of IVRs. Visual IVRs People have different ways of describing or defining Visual IVRs. We can generally define Visual IVR as a support platform that guides customers to a web support experience. Visual IVR gives customers support even before they enter into the waiting queue. This technology helps customers find solutions to their queries by guiding them to the appropriate path. Most customer care departments install this technology on their call centers. Visual IVRs are effective for self-care. Generally, IVR is used to reduce call traffics in call centers. Furthermore; it helps determine a caller’s main intention for calling before speaking to an agent. What are the benefits of using Visual IVRs? This is one of the most asked questions when it comes to Visual IVRs.There are a lot of reasons why companies still invest a lot of money in this technology. Here are some benefits associated with Visual IVRs:
Orthodox IVRs
We all know that interactive voice response allows organizations to interact with customers without any human assistance. This interaction can either be through voice or DTMF tones. There is no major difference between Orthodox IVR and Visual IVR. These two IVRs enable segmentation, identification and routing call to the appropriate agent.
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You must have heard the cliché that the customer is the king. It is quite true as the success of your business depends on the customers. A good number of satisfied customers signify higher sales and higher profits. There are companies like Aino that are taking customer service to the next level by offering an easy to use App. Well, sometimes your customers can be annoyed. There can be many reasons for their irritation. Some of them are justified, some of them are not. Whatever the reason may be, you need to handle your customer in the best possible way. Here are some tips for coping with irked customers: Be calm and composed - There is no point arguing with your customers, especially when they are annoyed and aggressive. In such scenario, you just have to keep your cool and talk politely even the customer makes you feel like talking aggressively or rudely. Arguing only makes your customer displeased and can take the argument to another level. Never take it as a personal insult - when you are working for a company, then you are representing it. You should never think that someone is targeting you personally and remember that whatever the customer is saying, it has nothing to do with you as an individual. Such scenario is quite common with customer care calling. Yes, your customer can be upset with your service because of unreasonable expectations or some paltry issue. Your job is to focus on the issue, not on your insult. Listen and try to find out the real issue – In most cases, customers starts making statements or even start reprimanding without even explaining the problem. This is where you need to listen and find out the real issue by asking polite questions. Yes, it is always difficult to ask something to an irate customer, but you have to keep trying to find out the issue in a polite tone. When you keep on asking your question, the customers may realize that there might be some misunderstanding. Empathize and sympathize - The best way to make your customers feel better is making him them believe that you know where this person is coming from and you know how bad it feels. This is the first thing that customers want to hear after they vent. You have to convey to your customers that you have sympathy for their troublesome customer experience. Say sorry - Customer’s issue can be genuine or it may be not. But, you have to apologize. Yes, it is your job that the customer should stay your customers in the future also. Just say that you are sorry that such situation occurred where they felt some inconvenience. First, apologize and then tell them that you are trying to solve their problem. Offer a solution - Once you understand why the customer is unhappy, it is time to offer a solution. Ask, what needs to be done to come up with a fair and practical solution. That is something that all the customers always look for.
When we talk about customer care services, every now and then you have to face situations where various individuals get impertinent with you. It is a business where you have to serve customers. It is a part of your job to handle these people and convince them that you got their point and going to resolve their issues. The way you respond can be a big factor in ending up with a satisfied customer or the one who stops using your products and services. |
Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
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