Customer service is an essential aspect of any business that deals with customers.
However, customer service can be a source of frustration for customers if not done correctly when it comes to calling for support over the phone.
Long wait times, complex menu systems, and misrouted calls are just some of the issues that customers face when trying to contact customer service.
In this blog post, I will discuss how OpenQuestion, a new type of a conversational IVR solution, can address these issues and how improving AHT (Average Handling Time) can lead to better customer experience.
OpenQuestion is designed to reduce customer frustration by connecting them quickly to the right live agent. By deploying OpenQuestion, businesses can reduce call misrouting by 90% compared to traditional keypad navigation.
This solution is built on millions of positive customer interactions and can be deployed in just 90 days. Additionally, businesses can save an average of 8% of minutes spent on the phone by implementing OpenQuestion.
While OpenQuestion can significantly improve the customer experience, there are other strategies that businesses can employ to further improve the efficiency of their customer service interactions. One key metric to focus on is AHT.
Streamlining processes is an essential step in improving AHT. By identifying and eliminating unnecessary steps in the customer service process, such as repetitive questions or information gathering, businesses can reduce the amount of time spent on each call. This saves time and improves the overall customer experience.
Providing self-service options, such as online portals or mobile apps, is another way to improve AHT. By allowing customers to handle simple tasks on their own, businesses can reduce call volume and free up customer service representatives to handle more complex interactions.
Implementing conversational IVR, like OpenQuestion, is another way to reduce AHT. Conversational IVR can provide customers with quick, easy access to information and automate simple tasks, reducing the need for live agents and improving AHT.
Providing training and resources to customer service representatives is crucial to improving AHT. By providing representatives with access to customer information, product knowledge, and tools to streamline tasks, businesses can improve the efficiency of their customer service interactions.
Monitoring performance is essential to identifying areas for improvement. Regularly monitoring AHT and customer satisfaction metrics can help businesses make data-driven decisions to optimize their customer service processes. Additionally, using customer feedback and insights to inform process improvements can lead to better customer experience.
In conclusion, customer service can be a source of frustration for customers.
OpenQuestion, a conversational IVR solution, can significantly improve the customer experience by reducing call misrouting and quickly connecting customers to the right live agent.
Additionally, by focusing on AHT and employing strategies such as streamlining processes, providing self-service options, providing training and resources and monitoring performance businesses can further improve the efficiency of their customer service interactions and provide a better customer experience.