Surveys show that about 70% of people prefer to speak rather than press buttons. Here you have an IVR that also understands when the customer describes the issue using his or her own words.
If necessary, the IVR asks a follow-up question, and the system then routes the call to the right agent or self-service solution. The customer avoids having to navigate through difficult menus, and it is the job of the system to understand the customer rather than the customer's task to figure out how to find the right menu choices.
Satisfaction builds brand
Free speech makes it possible to offer self-service in your online channels. Customers who use this service have noticed a 25% reduction in customer service issues.
Many begin their journey with free speech by distinguishing between simple and difficult issues. You can route a certain type of call to staff in customer service with less experience, which facilitates on-site training and for holiday workers.
With the help of free speech, it is possible to identify all the unique issues that your customers express when they contact you. Customize the behaviour of each task type with unique messages, routing, or services.
Precise, task-based call routing allows you to optimize matching between the customer's issue and the skill of the agent. Employee satisfaction rises measurably once the agent can react as an expert each time rather than forwarding call after call.
Free speech transfers responsibility for the customer reaching the right agent from the customer to you. You can change your organization and processes without the risk of the customer going down the wrong path. Free speech offers both more efficient call routing and maximum flexibility for business development.
Free speech allows you to identify what the customer wants at the initial contact and immediately offer the right service or expertise. Customers who receive the right help will be satisfied and task time will decrease. Customer service staff avoid having to look up information, ask colleagues for help or forward calls.
We can certainly describe the different parts of the system and explain the value they can bring to your organization. But it is only when you see it with your own eyes that you can fully grasp the potential. Get in touch to book a demo, and we will take you on a guided tour of Telia ACE.