ivr fails customers
IVR Technology

When IVR Systems Fail Consumer Expectations

Interactive Voice Response (IVR) is a commonly-used first line of interaction for a client who is trying to get in touch with a company or business. There are countless guidelines and published articles concerning ways to set up an IVR in the most convenient and positive way. Still, there are some clients and consumers who find voice prompts and IVR menus as frustrating especially when they specifically want to speak with a live agent or a representative of the company. 

IVR’s are usually configured depending on the system used, nature of business and company set up. In general, they have standard features which are geared towards creating a direct and clear-cut interaction which can guide callers accordingly.

However, regardless of how good the intentions are, there are times when IVR systems fail to meet consumer expectations; and lead to far more inconveniences rather than customer benefits. Here are some instances;

Multi-level and Complicated IVR’s

IVR’s are supposed to be helpful and beneficial to callers. Therefore, it is best to avoid making complex and complicated menus for IVR’s. Nothing can make a frustrated consumer even more upset than having to listen to guidelines and instructions.

The recommended menu level or “phone tree” for IVR’s should be limited to only three according to Jason Stephen Ali of BroadConnect. A complex and multi-level IVR can only make consumers lose interest in the company and give them the impression that they are being trapped. 

Menu Prompts that go against consumer intuition

Consumers feel bad when they get that feeling of “being tricked” whenever they make calls to certain companies – especially service providers. Therefore, IVR’s must be set up in such a way that they make perfect sense to consumers to ensure faster and more efficient call routing. For example: press 1 for English, press 2 for Spanish; instead of press 1 for English, press 8 for Spanish.

The flow of menu should not be misleading and should create an order that makes perfect sense. This is one thing that makes companies such as ChatlineDating successful; because it creates a sensible and intuitive work flow that conveniently redirects every caller. 

IVR’s that don’t offer a call-back option

Companies that receive a massive volume of calls every day should give consideration to their callers. Not everyone has the time, patience and resources to wait on hold. Busy lines and live agents that are currently engaged to other callers can cause a lot of inconvenience to other callers; and IVR’s that don’t offer a call-back option can be extremely frustrating.

To improve the quality of service and to maximize the features of IVR, companies are encouraged to set an option that allows the callers to leave their contact details so they can expect a call-back as soon as a service agent or representative becomes available for them. Call-back options are highly recommended for banks, telecom companies, insurance companies, and other service providers.

Menu prompts that don’t offer an option to speak to a live agent

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real estate technology

Communication Solutions for Real Estate Companies

One of the factors that can make or break a real estate company is the relationship it has with its clients. Aside from providing quality services, assistance and options that guarantee value for money, real estate companies and their agents need to keep their clients satisfied and happy. The key towards achieving this is through proper and professional communication.

Buying a property is a major decision that requires significant investment. It is natural for clients to seek properties that meet their specific requirements and lifestyle. Real estate agents are used to being bombarded with questions and inquiries from clients with different circumstances.

And in order to prosper in the industry, these queries must be addressed effectively through proper communication. Here are different scenarios concerning real estate business that can be addressed through various communication solutions;

For clients moving in from abroad

Moving to a new place also means acquiring a property which you can call your new “home”. Your first move might be to contact a local real estate agent that can guide you through the process.

For instance, you’re browsing through Properties Miami website and you want to inquire about residential properties. You would need to make multiple phone calls to communicate with your real estate agent or with the real estate company.

A good communication solution is by purchasing Skype to phone call credits which will allow you to make international calls; or by investing on magicJack (VoIP phone service) which is a device that allows users to make unlimited phone calls to the U.S. and Canada from another country.

Skype-to-phone call-in services may be viewed as a good option if you are able to manage the length of your international phone calls. Otherwise, you may purchase and set up a magicJack number which will allow you to have unlimited incoming and outgoing calls anytime of the day for an annual fee of $39.

For real estate agents entertaining calls from abroad

 It is natural for real estate agents to update their clients about any issues, concerns or developments in the real estate market. Modern technology has made communication possible for people across all borders.

Social media messaging apps like Facebook, Instagram and Twitter have become useful in keeping people in touch for both personal and professional matters. Other apps that can serve a purpose are IMO, Viber, Skype, and Facetime.

Other convenient and cost-effective communication solutions that can make it possible for real estate agents and other concerned parties to contact clients from abroad via web conferencing are; Google Hangouts, GoToMeeting, Fuze Meeting and Unified Meeting 5.

These platforms also offer stable and professional solutions conducive for business communications because several individuals can take part in the conference. The accessibility of video calls also makes it possible for agents to give their clients a virtual tour of different properties including the surrounding neighborhood. 

For real estate companies

Real estate companies receive a lot of phone calls from clients and other individuals on a daily basis. …

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