Given the prevalence of social media and digital communication, it has never been easier for customers to express their opinions on the brands they use, favor, or despise. Customer experience has thus become a topic so relevant today. Customers are more likely to return for frequent purchases when they feel appreciated and valued. Earning that impression is not an easy task. Let's examine how IVR contributes to the efficiency of this journey.
But before we get further into the subject, you must first understand what an IVR is.
1. What is an IVR?
2. How does IVR Work?
3. What is an IVR Survey?
4. Types of IVR Surveys
5. What are the advantages of Interactive Voice Response?
6. How to use IVR for customer surveys?
7. Points to remember
A pre-recorded Interactive Voice Response system, also known as IVR, is a technology that enables you to automate the call process. Instead of using enumerators and paper questionnaires, it typically involves a telephone system that enables customers or survey participants to interact with the software by entering answers to questions through the keypad on their phone.
For example, the client may be put in touch with a support specialist or receive information about something they enquired.
Using the same technology of IVR, surveys can be conducted to collect the customer input without any human intervention. It is one of the most economical and accurate way to conduct surveys.
There are several methods to use interactive voice response surveys to enhance the customer experience.
Here are the top methods adopted commonly by contact centers.
Via an email, letter or printed marketing material an invitation is sent to potential clients for participation. The client is requested to call in a phone number like a toll free number and requested to respond to the survey questions. This is known as an inbound IVR survey.
In an outbound IVR survey, the consumer is contacted by an automated system to take the survey after their contact information has been gathered as part of a transaction. This is similar to the Inbound IVR survey except the call is made out from the brand or agency. C-Zentrix provides the CZ Callblast feature so that the IVR survey call can be initiated to a large population in a very short span of time.
At the beginning of the support call, the consumers interacts with the IVR and tries to get the resolution or gets transferred to the live agent. Once the transaction is complete, they are typically then transferred to the pre-recorded survey. Such surveys are usually done to understand the customer service experience.
IVR surveys for call transfers get quick feedback and brilliant customer comments.
A live agent invites customers to participate in an automated IVR survey. When a live representative is required to help explain the survey request or the survey content, this is a helpful practice.
Companies across all sectors utilize surveys to get feedback from customers.
In contrast to listening to a contact center agent read out a questionnaire and record caller responses, the recorded nature of IVR surveys guarantees that each caller hears the same question and potential answers in exactly the same way. It reduces human mistake and response bias, speeds up analysis, and produces more accurate results. Respondents are more likely to answer precisely here.
Offering a survey shows that your business values customer input and is ready to consider what they have to say, regardless of how frequently it is used. By providing customers with a quick and easy method of direct connection at the point of impact, IVR surveys are a terrific way for businesses to demonstrate to their clients that they value their opinions.
The last thing any client wants is to spend a long time answering a series of questions that customer service executives have. After spending time on the phone with a contact center representative, expect that your client is now ready to hang up. Customers are more likely to abandon a survey if they think it is taking too long. Limiting the IVR surveys timeframe to five questions or less than one minute is the best. Before the survey begins, you should let the consumer know how many questions there will be and how long it will probably take. You can add an open-ended question to the survey's conclusion to capture any additional insights the respondent may have. SurveyMonkey suggests that if a respondent begins answering a survey, there is a sharp increase in drop-off rate that occurs with each additional question up to 15 questions.
After you've designed your survey considering all parameters, you'll need to build your IVR survey, which entails designing the IVR menu, the questionnaire, rating scales and recording the audio questions. C-Zentrix IVR wizard helps you in creating IVR surveys from the admin panel.
Surveys of customer satisfaction are frequently scored on a 1–10 scale, which from an analytical perspective catches some nuances. These scales can be challenging for an IVR survey because they ask respondents to enter a two-digit rating using the phone's keypad. For instance, if the system receives a rating of "10," it might not store both digits and instead record "1." Some suggest using a 5-point scale or even a 7-point scale to prevent this issue. The IVR technology should permit sufficient response time and/or validation of the entered scores if a 10 point scale is utilized. Also remember the rating scale should be odd numbered to help in assessing the survey result.
You must assess the findings of your survey once it has been completed. In C-Zentrix, IVR survey report is available. After your survey is finished, it's time to gather and analyze the data. Depending on the volume of data and the complexity of the analysis, this can be done manually or with specialized software.
You may also analyze a few questions like,
Remember this is not the place for your Interactive Voice Response to display its vocabulary skills. Prepare the script that will be read out by the IVR system, in such a way that they are brief and simple to understand. Test your system before going live to make sure everything is functioning properly with your IVR survey.
One of the best methods for gathering client information is Interactive Voice Response (IVR). Customers are given the option to choose their preferred language, and staff are relieved of tedious responsibilities. Employing IVR surveys gives brands an understanding of their clients suggestions and needs. Companies may then provide better customer service and foster brand loyalty as a result of this transparency.
Author Bio: Abhirami is a passionate writer whose forte is communication, possesses strong leadership qualities, and is often kind.