| Can Your IVR Messaging Get Any Better?
| |
| | This process I call IVR Optimization, (I
|
| A question I often get asked from both
| |
| | borrowed the term from Google Web
|
| new and existing clients is the same
| |
| | Optimization), a tool that you can use to
|
| question that marketing experts ask
| |
| | improve on your web conversion rates by
|
| themselves every day. I will use the same
| |
| | testing various versions of your web
|
| approach to help you arrive at an
| |
| | site.
|
| answer."In your experience can my IVR
| |
| | Now, you ask yourself, what does this
|
| messaging get any better?"
| |
| | have anything to do with IVR
|
| Even after 14 years in this business, my
| |
| | applications? Its simple, the same
|
| crystal ball tells me the same thing,
| |
| | principals of "Split Testing" apply and
|
| "Ask the caller".
| |
| | are possible with an IVR campaign.
|
| Do what marketing experts do, test your
| |
| | Dynamic, IVR Optimization allows you to
|
| messaging, more specifically, split test
| |
| | test different variations of your IVR
|
| your message to ensure that your message
| |
| | scripting. This way you can identify the
|
| gets users to do what you want them to
| |
| | message combinations that produce the
|
| do.
| |
| | highest success rates. The success rate
|
| Whether you are using IVR for a survey,
| |
| | being; how often you can get the caller
|
| lead generation, or providing a client
| |
| | to do what you want them to do.
|
| with information on their account, make
| |
| | You can run 2, 3 or 4 different
|
| sure that, the message gets the caller to
| |
| | combinations and not just rely on gut
|
| do what you want them to do.
| |
| | feelings. You can conduct real-time
|
| * Is your objective to have your customer
| |
| | research, with real callers. This
|
| use your self-service IVR to check their
| |
| | research helps you optimize your
|
| balance? Or talk to an agent? (Needless
| |
| | messaging and yield the highest success
|
| to say that if the caller opts for the
| |
| | rate.
|
| agent, it will cost you 5 times more than
| |
| | The IVR world is a little more complex
|
| if they interact with an IVR).
| |
| | than Google's Web optimizer approach; you
|
| * Do you want callers to say yes, to be
| |
| | have more caller/call recipient
|
| contacted regarding an auto loan?
| |
| | interactions to consider.
|
| * Do you want more of your customers to
| |
| | The good news is that with the right
|
| participate in your customer satisfaction
| |
| | expertise and technical framework you can
|
| survey?
| |
| | optimize your IVR messaging so the caller
|
| The type of application doesn't matter,
| |
| | will do what you want them to do; you can
|
| if you want to optimize your results, and
| |
| | move away from the traditional "guess
|
| achieve the return you are expecting. You
| |
| | work" approach to a systematic,
|
| need to test with real customers -
| |
| | predictable approach that will provide
|
| otherwise you are leaving it to the luck
| |
| | you with the highest return.
|
| of the draw.
| |
| |
|
