Free E-Book: Playbook for a Modern IVR

From facilitating a sale to gathering customer feedback, learn how modern businesses are using IVR software in new ways to create a positive customer experience.

Download the E-Book

Free E-Book: Playbook for a Modern IVR

A company’s IVR is its front door, the first point of contact for callers, and the concierge to the customer experience. If your customers get stuck waiting on hold, or worse, trapped in a never-ending IVR menu, what kind of customer experience are you delivering? When an IVR is outdated, the experience suffers further, leaving customers abandoned and frustrated. With increasingly demanding customer expectations, today’s customers expect instant resolution.

Your business is missing the mark if you're making customers jump through the hoops of an endless IVR. And the cost could be much worse than you realize. Twilio’s recent Customer Communications Report found that after a poor communication experience, 38% of customers will switch to a competitor or cancel orders or services, 66% will tell a friend about their experience, and 41% will stop doing business with the company altogether.

Of course, you would never create a bad customer experience on purpose. But the constraints of a legacy IVR system can make it difficult to keep up with evolving customer expectations. IVRs weren’t originally designed to keep up with the level of service that today’s customers demand. If your business still relies on legacy contact center technology, you’re likely feeling the pain of your system’s limitations. Even minor changes to your phone menu require software updates and weeks of effort and there is no ability to prototype or A/B test. Plus, new features like speech recognition are always "coming soon." That leaves many businesses stuck in 1998.

However, there is a solution, and it could be much easier and more affordable than you realize. With the rise of communications APIs, building a modern IVR is simpler and faster than ever. You can update your IVR as you need, in far less time than it takes to write an RFP. It is built with APIs—the software building blocks that are powering modern communications.

Read the e-book to learn more.

IVR Playbook Download

Short on time? Here are the key takeaways:

  • An IVR system with custom-built menus can expedite incoming calls, accurately route callers, or even schedule a callback.
  • IVRs combined with text-to-speech and natural language understanding allow callers to find necessary information or accomplish entire tasks on their own (think account balances, scheduling appointments, or instructional messages).
  • Outbound IVR systems are being used to to pre-qualify interest and support lead conversion, send bill notifications, appointment reminders, and retail order updates, as well as conduct phone polls, surveys, or marketing campaigns.
  • Look for the top 10 features that every modern IVR system must have: a visual interface to build it quickly, speech recognition, natural language understanding, text-to-speech and multilingual capabilities, custom menus, intelligent routing, visual IVR, the ability to A/B test and update on demand, easy to make it omnichannel, and the ability to incorporate automation and bots.
  • Seven featured IVR customer stories reveal demonstrable results, including:

    ~ eLocal built an IVR solution in one week that has since grown call center revenue by 45%.

    ~ Chope slashed no-show rates in half by confirming restaurant reservations and cancellations to make re-bookings possible.

    ~ Talkpush increased their interview volume by four times, reduced the time to hire by over 50%, and cut the average cost per hire by up to 70% for some employers.