Many of your customers prefer using digital channels, so why do they still call? A common reason is lack of awareness of new digital functions – if they had to call two years ago to make sure their credit card would work on a trip to Italy, they will probably do that again even if you added that function recently.
When new features are rolled out to the digital channel, it’s a challenge to change assumptions about what’s available online vs. what merits picking up the phone.
As a result of situations like the one above, your contact center is taking calls from customers who prefer not to be there. So why not allow your IVR to help them complete their transaction on their preferred digital channel?
There are three key components to enabling your IVR to deflect these calls away from agents.
The assumption that the phone channel is the last stop in a customer’s journey is pervasive. We already know customers come and go from other channels, however, so why not lure them away from the most expensive one? Today, the notion of IVR to Digital Conversion is a largely untapped opportunity. By understanding who are the digital customers and then targeting the right users in the right contexts, your customers can get immediate assistance in their channel of choice at a fraction of the cost of a live phone call.
If you are interested in exploring the potential of IVR to Digital conversion for your call center, please consider a Nuance Business Consulting engagement – we can identify your needs, benefits and costs associated with keeping digital customers in the channels they prefer. Visit our website to make an inquiry.
Optimize the IVR experience by helping targeted callers move seamlessly from traditional phone calls to a digital experience with a virtual assistant or live chat.
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