GoResponse Telephone Answering Service Staff

Become mobile-ready by blurring lines between live calls and IVR

Close up of a man using mobile smart phoneModern call centres have to meet a lot of expectations if they wish to keep consumers happy. In the multichannel era, people want consistent and excellent service regardless of whether they contact telephone answering services by phone, an app or the internet. To help meet these challenges, companies need to blur the lines between interactive voice response (IVR), live call and apps.

One of the benefits of mobile technology is that it allows the walls between siloed content to be broken down. As a result, the traditional boundaries that might have been placed between different forms of communication can be removed, allowing call centres to become more consistent when talking to customers. For example, a self-service application might allow people to initiate a video, text or voice call. In addition, people might be able to co-browse with an agent to resolve a particularly complex problem.

Meanwhile, IVR also needs to be simplified if call centres want to gain benefits from mobile customers. Many people have limited time when using their smartphone; for example, they might be on a work break or in the middle of their commute. This means that spending time moving through long menu options is not only frustrating, but also a waste of time. However, using a disposable app alongside calls allows people to help themselves or get a callback far faster.

The modern day demands swift and simple services for consumers, especially those on mobile devices. Blurring the lines between live calls and other contact methods can help achieve this.

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