Create an IVR that Keeps Up with Your Customers
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The document discusses the importance of updating IVR (Interactive Voice Response) systems to enhance customer experience, noting that most companies fail to do so despite the significant impact IVR has on customer interactions. It highlights the contrast between frequent updates of mobile apps and infrequent updates of IVRs, suggesting a more integrated and experimental approach to IVR development. By implementing personalized experiences and gradual improvements, companies can create more effective IVR solutions that better meet customer needs.
Create an IVR that Keeps Up with Your Customers
- 1. © 2017 TWILIO, INC. ALL RIGHTS RESERVED. CREATE AN IVR THAT KEEPS UP WITH YOUR CUSTOMERS A L C O O K P R O D U C T D I R E C T O R A N D H E A D O F C O N TA C T C E N T E R
- 2. but only 7% of companies offer an IVR solution that delivers a better experience than live agents 30% of entire customer experience with contact center is IVR — Forrester THE PROBLEM WITH IVR 48X Price difference between resolving customer need on IVR vs talking to an agent IVR is the moment of delight or frustration © 2017 TWILIO, INC. ALL RIGHTS RESERVED. Create an IVR that keeps up with your customers — JDPower
- 3. the most popular mobile apps get updated every 30 days or so, according to mobile intelligence platform Sensor Tower. Mobile Apps: Updated every 30 days Most companies redesign their websites every 6 months to 2 years, according to Hubspot. That’s an entire redesign, above and beyond all the copy updates and new webpages added even more frequently. Websites: Updated every 6mo - 2 years By contrast, IVRs will play the same “please listen carefully as our menu options have “recently” changed” menu for years. IVRs: “recently” changed Create an IVR that keeps up with your customers WHY DON’T WE UPDATE IVRS LIKE WEBSITES? © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
- 4. © 2017 TWILIO, INC. ALL RIGHTS RESERVED. COMPLEXITY
- 5. Create an IVR that keeps up with your customers The keys to an IVR that keeps up EXPERIMENTATION Experiment to create the right customer experience Just like you would A/B test a webpage. INTEGRATION Have your customer walk away feeling like the service was created just for them.
- 6. GRADUAL, INCREMENTAL AUGMENTATION Create an IVR that keeps up with your customers FORGET RIP AND REPLACE © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
- 7. © 2017 TWILIO, INC. ALL RIGHTS RESERVED. Create an IVR that keeps up with your customers SCHWARZ SUPPLY SOURCE • Ecommerce system had multiple integrations with ERP - inventory levels, budgeting, per-store capping restrictions etc • IVR had no integrations • Built IVR that could process orders by phone automatically Founded 1907
- 8. Gets initial menu based on their phone number lookup C U S T O M E R D I A L S “Your last order was for $5 on April 19th. You ordered Widget X. To order again press 2” C U S T O M E R P R E S S E S 1 Initiate re-order process with e- commerce platform C U S T O M E R P R E S S E S 2 Execute ordering, and read out / SMS confirmation number O R D E R P L A C E D “We see you were also interested in Widget Y. Would you like to talk to a specialist agent about that?” A N Y T H I N G E L S E © 2017 TWILIO, INC. ALL RIGHTS RESERVED. Create an IVR that keeps up with your customers Customer Twilio Your App Server CRM, ERP etc Customer calls your number Twilio asks your app server for instructions Lookup customer order from CRM data Return custom menu to Twilio to play Play announcement and ask for input Customer presses 2 Twilio tells your app server what happened Your app server initiates order process Your app server tells Twilio to read confirmation Twilio plays announcement
- 9. © 2017 TWILIO, INC. ALL RIGHTS RESERVED. Create an IVR that keeps up with your customers WORKFLOW { "skill":"sup } { "skill":"support", } 1 2 3 1 2 3 { "skill":"sup } { "skill":"support", } 1 2 3 1 2 3 { "skill":"sup } { "skill":"support", } 1 2 3 1 2 3 TargetWorkers=' (skill HAS "support") OR (skill HAS "sales")' ESCALATION SUPPORT TargetWorkers=' (skill HAS "support")' 1 TargetWorkers=' (skill HAS "sales")' 1 SALES ROUTING FROM IVR ATTRIBUTES repeat_customer=true AND potential_revenue > 200 AND agent_skills_required=finance AND product_interest=widget_Y IVR LEAD OUTBOUND MESSAGE CHAT
- 10. © 2017 TWILIO, INC. ALL RIGHTS RESERVED. IVR IS ONLY THE BEGINNING SIP Trunking Web Agent Phone Automated Surveys SMS Support Outbound Dialer Screensharing Click to Call WebChat Outbound Notifications IVR Video Support Appointment Reminders Own your own contact center roadmap
- 11. QUESTIONS? © 2017 TWILIO, INC. ALL RIGHTS RESERVED. AL COOK | [email protected] | @CALOZPOM