I bet you can recall the last time you had a really terrible customer experience. It was probably pretty recent and could still be as fresh as day in your mind. But are you able to remember a good customer experience, or even a great one? Perhaps it was in a store. Or maybe something as simple as an online purchase. Whatever it was, great customer experiences seem to stand out more than bad ones. And sadly, because those over-the-top-genuinely-want-to-help experiences are few and far between.
User Experience (UX) Design is intended to develop clear, efficient, user-friendly interactions between customers and businesses through a variety of applications. It is more than just recording prompts for your IVR with a voice that “sounds good” or designing a call flow that gets the customer where they need to go. An effective communication interface is intuitive. It is efficient, saving customers’ time and keeping their frustration levels down. A connection is made that is clear and easy to understand, giving the customer a positive experience.
So, what does this really mean? Well, in a recent user experience case study, a major consumer electronics manufacturer needed a user experience makeover. Callers to a technical support line were being routed incorrectly and complaining about the company’s IVR system. The solution: a script rewrite and rerecording with new voice talent. The new design was focused on decreasing stress of incoming callers due to broken electronics, especially televisions, and the quickest transfer to CSR
“The new IVR is working beautifully. We have reduced our IVR abandon rate by 120%, cut the consumer time to reach an agent by 75% and are routing the correct products to the correct agent skills in the correct centers. We’d all but eliminated center to center transfers and are delivering calmer customers to our reps. Major success story.”
Blueworx offers a focused process to enhance the quality of each interaction a customer has with your company – which then drives increased satisfaction and loyalty. Our team of UX experts dig deep into understanding the behaviors of your customers to identify areas for satisfaction and productivity improvements throughout your IVR call flow. Whether you are creating a new call flow or looking to improve and revamp an existing experience, we are confident that we can uncover critical areas of opportunity.
Blueworx can help redesign your user experience. Contact us today for a complimentary discovery of your current system and let us show you how to maximize your dedication to your customers.