IVR: The Future of Customer Self-Service
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” This quote stands very true in the business world. These days, consumers expect to have their answers immediately. There’s no time to waste if a company wants to provide top level customer service.
Interactive Voice Response, or IVR, is a technology that transforms your customer call center into an efficient customer self-service system. Have you ever called a company and heard a pre-recorded message greeting you and then asking you to press a certain number? That’s IVR.
However, that form of IVR is becoming outdated. Text-to-speech and other new technologies are emerging that give companies the competitive advantage when it comes to their customer service. IVR systems are becoming more advanced are appear to be able to have conversations with callers.
So how do you keep up with the latest trends and technologies concerning IVR? Thankfully, Speech Technology Magazine is hosting a webinar series aimed at bringing you up to speed with the newest technologies that will take your customer service system to the next level. This course is geared towards teaching you how to use these technologies to create a system that lets your customers interact with your company exactly how they want to, and with the best possible outcomes.
What is IVR?
Large companies often get hundreds or even thousands of customer service calls a day. The old way to meet this demand was to employ a staff of dedicated customer service representatives who would field these calls throughout the day.
Times have changed though. The costs of maintaining a customer service call center is high, and companies are moving away from this approach. But consumer’s demands for information are increasing, and they want it faster.
Companies have turned to IVR to solve these problems. IVR is a technology that lets intelligent computer applications communicate with your customers. IVR has been utilizing voice recognition and text-to-speech technology to provide callers with a better experience. Having a good text-to-speech engine is important because having a high quality voice is vital to keeping customer satisfaction high.
The perfect IVR system can clearly communicate with the caller and give them the answers they’re looking for. And they can do this in a timely manner.
Beyond IVR Web Series
Unfortunately, it can be difficult to implement a perfect IVR system for your company. That’s why Speech Tech Magazine is hosting their five-part web series – Beyond IVR: A Crash Course in the Next Generation of Customer Self-Service.
Each webinar lasts 50 minutes. And the five webinars will take place over the course of 5 weeks, with the first webinar coming up next Tuesday, April 19. It’s not too late to sign up if you’re interested, which you can do HERE! Take a look at what each lesson has to offer:
- Week One – April 19: Do Customers Really Prefer Talking to Humans? How Siri is Changing Self-Service Acceptance
- Week Two – April 26: Text is the New Talk – Using Interactive Text Response to Make Self-Service Effortless
- Week Three – May 3: Why Messaging is the Next Frontier for Customer Service
- Week Four – May 10: From Self-Service to Agent Assisted: The Critical Importance of Experience Continuity
- Week Five – May 17: Disposable Mobile Apps: Complex Self-Service Made Easy
One of the main goals of these webinars is to help give you an understanding of the future of voice apps and speech technology, and what they mean for IVR. Text-to-speech synthesis is vital to the success of an IVR system. You should want the voice answering your phone calls to be the best and most natural sounding voice. After all, it’s the voice of your company!
The webinar will also focus on other topics such as how to improve user experience, crafting the perfect messaging, utilizing “context cookies”, and delivering the best experience to your customers effortlessly.
Should I Enroll?
We at NeoSpeech recommend any business out there to enroll in this web series. No matter how big or small your company is, there is an IVR system out there that is right for you. Several companies of all sizes have turned to NeoSpeech to provide the highest quality text-to-speech voices for their IVR systems.
While having a great voice for your IVR system is a huge first step, it is also important to know how to set up your IVR system so it can say the right things at the right times. This is why we believe this web series is a great use of any company’s time.
What do you think?
What kind of IVR system do you have in place? What are the newest trends in this field that you are starting to see? Let us know in the comments!
Learn More about NeoSpeech’s Text-to-Speech
To learn more about the different areas in which Text-to-Speech technology can be used, visit our Text-to-Speech Areas of Application page. And to learn more about the products we offer, visit our Text-to-Speech Products page.
If you’re interested in adding Text-to-Speech software to your application or would like to learn more about TTS, please fill out our Sales Inquiry form and one of our friendly team members will be happy to help.