Make sure you provide comprehensive explanations for all frequently asked questions from buyers.
To achieve this goal, it is necessary to regularly monitor the nature and number of requests.
Avoid overloading the interactive voice menu with unnecessary advertising.
This is especially relevant at the moment of greeting: the client, trying to get to his question faster, is forced to listen to the details of promotions and special offers. Including such information is most appropriate while the client is waiting in line to connect with the operator.
Ensure ease and understanding in communication.
It is often difficult to anticipate costa rica email list all customer needs or questions. It is important to give them a chance to contact a live person when needed.
Provide a selection of melodies to serve as background music.
Be aware of the connection between these sounds and your brand image, as they create a specific atmosphere.
Add the ability to notify customers about their call number in the queue.
And also provide information about the estimated response time. Such innovations will help to maintain the attention of customers waiting on the line.
Monitor interactive voice menu metrics and analyze data.
For example, when organizing a new marketing campaign, to avoid overloading the support service with questions about the promotion, it is recommended to include an option in the menu that will explain in detail the terms and show how to take advantage of the offer.
Case: VT-metall
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Setting up a robot for mass calling
This technology significantly exceeds IVR in terms of complexity both in terms of setup and in terms of implementation and support. Its capabilities cover the reception and initiation of calls.
Robotic systems can perform many functions similar to human ones: they can respond to requests, collect data, and overcome objections, all at a faster rate. When used correctly, they help reduce costs. In conditions of high volumes of work and limited time frames, such a tool becomes necessary.
The process of information processing by the robot occurs as follows:
recording a user's statement;
converting information into text;
search in the text for specific phrases or words embedded in the program;
Based on the detected data, the robot forms a response using either automatically generated speech or by playing a pre-prepared audio file.
Pre-loaded audio files are recordings created by the user for subsequent playback by the robot when a specific command is activated. The robot itself generates a sound sequence according to its built-in response algorithm.
Synthetic voice-over has its drawbacks: incorrect distribution of stress and intonation accents in dialogues. The robot needs additional time to respond - approximately 1-1.5 seconds longer than when using pre-recorded messages. In this regard, preference is often given to pre-recorded messages, and synthesis is used to insert variable information: customer name, dates, addresses, delivery information, etc.
The need to launch a robot, as with IVR, arises only when it is actually required to perform a certain function. It makes sense to start developing, configuring and implementing this complex technology only after analyzing statistical data and considering possible options and future use.
Once you find that a robot can do a certain job without harming other indicators, you should actively use it. However, if the use of automated systems leads to a decrease in the quality of service or negatively affects the brand's reputation, you should reconsider this approach.