URAs are a great help and are always welcome, but they require strategic planning to monitor the tool's operation and extract maximum benefits from its use.
With this planning, it is possible to carry out analyses and evaluations in a timely manner, ensuring that the recording is always in line with the needs of the client and the company.
Some key points to be observed are: examination of the current organization of the URA, simplification of processes, study of the URA flow from the users' point of view, innovation of the flow according to promotions, campaigns and launches, presentation of important and immediate data, development of appropriate messages with the business's visual identity, continuous testing of the URA.
AVOID ROBOTIC OR MECHANICAL MESSAGES
It's horrible to seek care and feel like you're not being heard.
This is how many customers feel when they talk to “robots.” So, through your voice, try to at least show that you are providing personalized service, that you are providing care to solve problems uk whatsapp data and, of course, that it was provided by a person. Even if it is a bot speaking, when hearing a human voice, consumers tend to have more empathy.
Always focus on the consumer experience and do not use robotic and mechanical voices.
REDUCE YOUR EMPLOYEES' IDLE TIME
When it comes to call centers, it is extremely important that employees demonstrate to customers that they are committed to their needs and will do everything they can to solve their problems, always with good will and a smile on their face.
To maintain the team's mental health, clearly define the tasks assigned to each employee and make them aware of this, thus avoiding frustration and providing space for evolution in the task performed.
CONCLUSION
URAs reduce the excess workload of employees by better distributing incoming calls. In addition, they are a great tool for getting closer to and increasing customer satisfaction, as customer service becomes infinitely more efficient.
Even if it is a simple IVR recording lasting a few seconds, this well-planned practice can generate excellent results.
Data presented by the aforementioned Hibou survey also concludes that Brazilians have learned to prioritize their values at the time of purchase, as they are willing to pay more for certain aspects that guarantee a better experience when purchasing. This is the case for socially responsible brands (18.2%), efficiency (16%) and agility and ease of payment (12%).
Voice robots, combined with URA recordings, are capable of multiplying the power of business communication, optimizing time and labor, which can be reallocated to other departments with a greater lack of physical professionals.
Robotic language has been improving over time, so that it is increasingly resembling human contact. This is important to create an uncomplicated dialogue, in which the customer has their needs met quickly and efficiently, without it seeming like they are “relating to a machine”. A trend that has been a reality for some time now and that tends to become increasingly consolidated.