IVR Personalisation and Customisation: Elevating Customer Experience

Businesses are always looking for convenient ways to make communication smoother and more engaging to enhance a more positive customer experience. To save your customers time, look no further than a well-planned Interactive Voice Response (an IVR) system. When personalised and customised effectively, IVR systems can make a huge difference, resulting in  client satisfaction and loyalty. Let’s take a look into the world of IVR personalisation and customisation and explore how they can transform your customer service experience.

Understanding IVR Personalisation and Customisation

For a more personalised caller experience a company needs to look at meeting the specific needs and preferences of individual callers. Traditional IVR systems often lead to frustration when they listen to generic prompts and are told there long wait times. Personalisation, on the other hand, uses customer data to provide a more intuitive and pleasant experience. According to a study by Accenture, 91% of consumers are more likely to shop with brands that provide personalised offers and recommendations (Accenture, 2018). This goes to show that a more personalised experience is a given in today’s market. A customised call flow can include pre-recorded messages answering questions that your callers are anticipated to have such as opening hours, accessing account details, privacy statements, etc.

Collecting and Utilising Customer Data for IVR Personalisation

The foundation of effective IVR personalisation lies in collecting and using customer data. This can include information from previous interactions, purchase history, and even preferences indicated by the customers themselves. For example, if a business notes that a large number of calls are regarding account balance queries, the IVR can offer a quick shortcut to that information on future calls. According to Salesforce, 66% of customers expect companies to understand their needs and expectations (Salesforce, 2020). By leveraging data analytics, businesses can anticipate and address these needs more efficiently.

Best Practices for Personalising IVR Messages

When it comes to personalising IVR messages, there are several best practices to keep in mind:

1. Tailor Options Based on Caller History: Customise menu options based on previous interactions and common inquiries to free up agents from answering redundant questions and getting answers to your callers quicker.
2. Offer Relevant Promotions: If your data shows that a caller is interested in specific products or services, highlight relevant promotions or offers.
3. Simplify Navigation: Streamline the IVR menu to reduce the number of steps a caller must take to reach their desired destination.

A report by McKinsey found that personalisation can reduce acquisition costs by as much as 50%, lift revenues by 5-15%, and increase the efficiency of marketing spend by 10-30% (McKinsey & Company, 2023). These statistics highlight the tangible benefits of personalising customer interactions.

Implementing Customised IVR for Different Customer Segments

Different customer segments have unique needs and preferences. For instance, tech-savvy customers may prefer a self-service option, while others might need more guided assistance. By segmenting your customer base and customising the IVR experience accordingly, you can cater to these diverse needs more effectively.

For example, a bank might offer different IVR paths and call flows for personal banking customers, small business owners, and corporate clients. Each path can be tailored with specific options and messages that are most relevant to that segment. This level of customisation ensures that each caller feels valued and understood, which can significantly boost customer satisfaction.

Measuring the Impact of IVR Personalisation on Customer Satisfaction

To understand the effectiveness of your IVR personalisation efforts, it’s crucial to measure their impact on customer satisfaction. Key metrics to track include:

1. Customer Satisfaction Scores (CSAT): Surveys can help gauge how satisfied customers are with their IVR experience.
2. First Call Resolution (FCR): Higher FCR rates indicate that issues are being resolved more efficiently, often a result of effective IVR personalisation.
3. Average Handling Time (AHT): A decrease in AHT suggests that customers are navigating the IVR system more quickly and efficiently.
4. Net Promoter Score (NPS): This measures customer loyalty and can provide insights into how likely customers are to recommend your services based on their IVR experience.

Conclusion

IVR prompt personalisation and customisation are not just trends but essential strategies for enhancing customer service. By understanding the needs of your customers, utilising data effectively, and implementing best practices, you can create a more engaging and satisfying IVR experience. This not only boosts customer satisfaction but also drives loyalty and business growth. So, take the leap into the world of IVR personalisation, and watch your customer interactions transform for the better.

Want your callers to hear a professional friendly voice at the other end of the line? We can format your IVR files in any WAV or an MP3 file with fast turnaround and peace of mind. You can select one of our amazing professional voices from our audio library. To get started on your personalised IVR call flow, email us at enquiries@mcgirvanmedia.com.au or call to speak to one of our experts on 1800 777 428.

Sources:

1. Accenture. (2018). Widening Gap Between Consumer Expectations and Reality in Personalization Signals Warning for Brands, Accenture Interactive Research Finds.
2. Salesforce. (2020). Why Customer Engagement Will Never Be the Same, According To 15,600 of Them.
3. McKinsey & Company. (2023). What is personalization?.