Importance of UX Design for IVR Systems

Interactive Voice Response (IVR) systems became the front of many enterprises. People don’t want to make a trip for something that could be handled over the phone. Plus, the cost reduction an IVR system represents is hard to ignore. You just need to make sure not to sacrifice customer satisfaction in the process.

Like any customer service, the user experience is a top priority. A huge percentage of your customers will opt for the phone as their favorite customer service channel. UX is particularly important for IVR systems for two reasons.

Nobody likes frustrated customers

First, a poorly developed IVR system is extremely annoying for your customers. It’s easy to get frustrated while navigating something that can talk but won’t answer your specific questions. The information your IVR system delivers its users needs to be clear and comprehensive. In other words, it needs to answer the right questions.

Another important point to consider is the flow of your system. It needs to be straightforward, as self-evident as possible. Your system should solve user necessities in as fewer steps as possible. With the right implementation, your IVR system can be comprehensive, yet simple.  

Remember that your IVR system will work as the receptionist of your company.  A smart and pleasant receptionist will reflect greatly on what is to follow. Make sure you consider UX design when setting up your IVR system. It will be the difference between happy and frustrated customers.

Easy and powerful testing

The second reason UX is so important for your IVR system is the facility to test the system. Finding out what needs to be improved is as easy as following the metrics that your system should be gathering. The key question being, where are users hanging up without completing a task?

There are many ways to test your IVR system. Load and stress tests will use automated calls to simulate the expected traffic and look for discrepancies. That way you’ll make sure your system can handle the job without freezing or crashing. You could also run a soak test that will test performance over extended periods of time.

The most important tests for this particular case are features and experience testing. You need to make sure all your features are functional, any loose ends will bring a bunch of trouble. To test the user experience someone should make calls at set intervals and record their results for each option. That will allow you to find weak spots on subjective areas.

In conclusion, making sure your IVR system has an outstanding UX design is important because your clients will appreciate the effort, and because finding the right way to improve your IVR system is simple. Which means your competitors will have an easy time with it, don’t stay behind.

Now, if you understand the importance of a seamless IVR system, but you’re not sure how to go about it. You can leave the job to our team of experienced professionals. We’ll make sure the UX of your IVR is outstanding. Schedule a free consultation. TOLL FREE (Within UAE) 800-52 or +971-4-454-1054.

5 Tips to Make Sure Your IVR Actually Improves Consumer Satisfaction

Customer support is the backbone of every business. You might be the best in your field, have the most competitive prices, or present the most comprehensive service. None of that will matter if your clients are not happy. In this article, we’re going to cover one of the crucial factors for consumer satisfaction. The telephone is still the preferred channel for customer support, and the right IVR system will also make it the most efficient.

An IVR system is important because of many reasons, you can learn more about that in our article “Here’s why IVR system is essential to your business“. However, a poor IVR system will be really frustrating for callers. Don’t worry, that can easily be avoided. Let’s take a look at some tips to actually increase customer satisfaction with your IVR System.

Keep your menu tight

You need to be extremely careful when choosing your menu options. Too many options will be cumbersome. You should also put the most relevant options first. This used to be harder, thankfully, voice recognition allows a lot of flexibility without overcrowding your menu.

Let callers reach your executives

IVR Systems are wonderful, but they can’t handle every situation. Remember you need to keep your menu tight, some rare cases will have to be left out. Even if the issue could be solved by the IVR users might not know how, or simply rather talk to an actual person. Sure, it would be ideal if every customer sticks to using your IVR, but, is it worth losing possible clients? It’s certainly something to consider.

Put important information in your greeting

One of the most important aspects of a successful IVR system is showing your clients how much you appreciate their time. Having important messages on your greeting will help you accomplish that. You should also consider adding messages while they are on hold.

Test your IVR system regularly

Any mistakes in your IVR system will lead to frustrated customers. Whether an option leads to the wrong place, or stress makes the system crash constantly. Those kinds of problems need to be swiftly diagnosed and dealt with. Lucky for you there are many ways to efficiently test your system, making sure there is nothing to bother your clientele.

Same executive Call-Backs

You can take things one step further with this trending IVR feature. Familiarity is a great way to encourage consumer loyalty and satisfaction. Being able to contact the same advisor they talked to last time is well received by callers. Plus, your executive will already know the details of the case, making your customer support even more efficient.

Following these simple tips will result in a user-friendly IVR system. That will mean happier costumers, which is always welcome. If you’re still not sure how to get the perfect IVR system for your business you can leave it to us. We have all the experience needed to ensure your IVR enhances your customer support.

CALL NOW +971-4-454-1054.

Don’t Miss Any Calls During The Arabian Travel Market

There is a lot of potential building up with the Arabian Travel around the corner. The leading event for the middle east travel industry is expecting 28,000 visitors this year. Phones will be going wild, are you sure that your call center will be able to handle that spike of traffic? If you don’t have one yet, this is the perfect opportunity to install an IVR System.

What is IVR?

An Interactive Voice Response system works as a virtual receptionist for your business. It will receive any incoming calls and handle any request that doesn’t require your executives’ attention. A good IVR system will save the time of your clients and executives, a great IVR system will give your executives an inside into your client’s needs, letting them fine-tune their sales pitch for each situation.

An IVR system will let you gather basic client information; It will automatically answer frequently asked questions; It will handle reservations and other processes; In short, it will give your executives the time they need to deal with all the extra traffic from the Arabian Travel Market.

Why start now?

There are many reasons to invest in an IVR system, it will be a time saver that works tirelessly around the clock. However, the rush expected for the Arabian Travel Market creates a particular opportunity to take the leap. It’s understandable to be hesitant with any investment, a successful business needs to be careful with its budget. Let’s take a closer look at why this is the perfect time to install an IVR system for your business.

You don’t want to miss any calls

The Arabian Travel Market will mean a surge of new possible customers. These clients will be unfamiliar and receptive, which is great for conversion. However, this makes missing any calls a lot riskier. Considering the circumstantial need for your services, it will be more likely to lose them to a competitor. A proper IVR System will eliminate this risk, keeping callers engaged while they wait for your executive.

Mitigate installation costs

Let’s face it, there are too many upsides to getting an IVR system. It will improve efficiency, make your business feel bigger, and save you a lot of money in the long run. The only real issue is committing the initial investment. That’s another important reason to it now, the rush of new customers which would overload your executives will help mitigate starting costs. The system will basically pay for itself in a couple of months.

Give your executives time for the extra business

How will your executives handle all the extra business coming your way? Answering phones will lose priority when they need to deal with all the orders. With an IVR system answering frequent questions and performing basic inquiries your executives will be free to handle all the extra business. Forget about deciding between securing new customers and sustaining the quality of service. The right IVR system will let you do both.

Don’t settle, you can get the right IVR system

If you’re ready to install an IVR system for your business, there’s just one thing left to do. You need to make sure your investment pays off by choosing the right IVR system. We can produce for you a world-class IVR system that will exceed your expectations. Get a free consultation. CALL NOW +971-4-454-1054.

5 Reasons Why Your IVR Should be Multilingual

IVR is an outstanding business tool, a receptionist working tirelessly around the clock. It will give information and solve issues for your clients, saving valuable time for your executives. You might still be thinking about getting one, in that case, you can take a look at the reasons why it’s essential to your business. It’s likely that you already have an IVR system in place. The question is, are you getting the most out of it?

If your IVR system offers only one language, the answer is almost certainly no. Unless your business is strongly confined to your country, you should use a multilingual IVR. If you don’t service even tourists, you might want to stay to your a single language. Now, if you want to improve the chances of penetrating international markets, a multilingual IVR should be a priority. Here’s why.

1. Make your IVR more Accessible

40% of the world’s population speaks a single language. By using a monolingual IVR system, you’re immediately excluding more than a third of the world from your universe of consumers. An inclusive strategy will drive your business forward, when was the last time you had “too many” clients? Sure, it’s not likely that you’ll get calls from all over the world. Choose the languages from those most likely to call.

2. Gain Extra Empathy

Using native speakers for your IVR recordings will make callers with the same nationality feel welcome. They will instinctively trust your brand more, appreciate the personalized touch, and seamlessly understand your message. User satisfaction is key for a successful IVR system, the clarity of the message plays a cornerstone role there.

3. ID Callers to define the Language

A multilingual IVR system will automatically choose the right language depending on the source of the call, that means your system won’t be cluttered with the extra languages. Users will hear their native tongue right from the start, thus reducing the bounce rate.

4. Global penetration

Penetrating international markets is not always easy. You need some ambassadors to try your products and spread the word. For that you’ll need an expensive marketing campaign, you don’t want those leads bouncing because they didn’t understand your IVR. Quality of customer service is crucial to get user recommendations, a few happy callers could translate into a whole new market for your business.

5. Eliminate the language barrier

A good number of callers will have your language as a second tongue. While there are people that speak other languages with perfect fluidity, a lot more have a regular understanding of your language. They might have trouble actually using your IVR. Making your system available on their native tongue will eliminate the language barrier, the means more success for your IVR system.

These are just some of the reasons you should use a multilingual IVR system. Now, if you still have doubts schedule a free consultation today, CALL NOW +971-4-454-1054. We are happy to answer your questions. You can also visit one of our offices: http://studio52.tv/contact/

Prepare your Hotel’s Telephone Hold Message for the Arabian Travel Market

The leading event for the middle east travel industry is approaching. This year, the Arabian Travel Market will start on the 28th of April. Hosted on the Dubai International Convention and Exhibition Centre, the event is expecting over 39,000 travel professionals, government ministers, and international press. They will come together to network and explore over 2,800 showcases.

28,000 of those attending will be visitors, looking for the best available accommodation. Naturally, this is a crazy time for hotels all over Dubai. Thousands of people calling wanting to make a reservation, every single one wishing to make it as quickly as possible. It’s very unlikely that your team will be able to answer every single call immediately, this is where your telephone on hold message really comes to shine.

A good time to test your system

When was the last time you ran a stress test of your system? It might be working great with your average traffic, but a crash at this time could be a catastrophe. People will be rushing to get a room before they are all taken, this extra pressure will make customers more likely to try with another hotel. A simple stress test will help you avoid that, don’t give those hot leads a chance to look away.

Double check the content of your message

You should make sure there is no outdated content on your telephone on-hold message. This is not the time to create confusion for your customers, this might be a nuisance in most cases, but with the rush of the ATM mislead customers are likely to be alienated. Make sure to take out all expired offers, or of season messages.

Customize your message for the event

After clearing your message from outdated content, you should consider adding a mention of the event. Maybe saying something about how easy it is to get to the venue from your hotel. Knowing that you’re aware and prepared for the event will be well perceived by costumes, that’s exactly what they’re looking for. This would be a great opportunity to display any special deals you might be offering, perhaps include an ATM special.

Think about extra languages

Those 28,000 visitors will come from all around the world. It’s no secret, people like hearing their native tongue. The personalized touch will make them feel more welcome. Demand will be high, that means the competition will be fierce. Every edge you can give your line will help. The Arabian Travel market expects visitors from Africa, the Americas, Asia, Australia, and Europe. About 141 countries will be represented in this event. Basically, you can’t go wrong with a few extra languages on your on hold message.

Taking these simple steps will help your hotel make the most out of the Arabian Travel Market. However, you might be to busy with other preparations. After all, you need to tend to those who are already coming first. Don’t worry, you can leave the job to us. we have all the experience needed to make sure your on hold message is a huge success. Schedule a free consultation today, CALL NOW +971-4-454-1054.

Improve your account holder’s experience with IVR

Having to do a line at your bank is very off-putting. Now, if you’re running the bank you’ll know that having fewer clients is not really a smart way to fix this. Don’t lose hope, you don’t need to lose customers to solve this issue. A good IVR system will let you keep your clients and lose those lines.

What is an IVR system?

Interactive Voice Response systems have been around since 1980, you’re probably familiar with them. It allows callers to navigate through your services using voice recordings, voice recognition, and dial tone inputs. This can save a ton of budget on receptionists. Also, it could save your account holder’s the need to go to the bank. According to Parature, 81% of customers prefer using the phone anyway.

The most common uses for IVR on banks are getting account information, Investment portfolio updates, filling applications, submitting complaints, and finding information about products or services.

How will IVR improve account holder’s experience?

A good IVR system will go a long way to improve your consumer experience. It’s an excellent resource for both your consumers and your executives. Let’s take a look at the specifics.

Get rid of those lines

Being able to get information, and even do simple transactions over the phone can eliminate the need for your consumer to go to the bank. This will be great for the caller, saving them the trip. It will also help your other customers, more people handling their banking over the phone means less annoying lines.

Customized conversations

Your executives will have a better time dealing with your clients if they know what each client is looking for ahead of time. An IVR system will take your clients through your services, giving them all the information automatically. This way you’ll be properly informing your client while saving your executive time.

Make your bank look more professional

Having a proper IVR system in place will show your clients that they are not alone, many people use your bank’s services. It will also show that you appreciate their time, streamlining the process.

Time and Location-based routing

Letting your client know that your bank is closed will save them time and let them know when to call. Now, if you’re dealing with regional or international clients, learning the location they are calling from will give you valuable input. You could customize the available languages, and information available.

Reducing costs

A good IVR system will free up your marketing budget. You’ll spend less on receptionists and your executives will be able to meet with more clients. This will allow you to allocate that budget on user experience campaigns.

These are just some of the ways an IVR system will improve the experience of your account holders. Now, if still have doubts about how an IVR system can help your bank schedule a free consultation today, CALL NOW +971-44541054. We are happy to answer your questions. You can also visit one of our offices: http://studio52.tv/contact/

How to use Radio advertising to promote your brand

The radio has been around for over 100 years now, and it’s still picking up the pace. Report by the UK Internet Advertising Bureau state that 1 in 4 people is online while listening to the radio. Radio advertising has been a consistent form of advertising and marketing to listeners across thousands of stations around the world.

More recently, we analyzed that many local businesses get benefit from a dedicated radio marketing strategy. With radio ads, a business can effectively target their key audience. You need to associate a voice with your brand to reach millions of passive listeners via this medium. The key to a successful radio advertisement is to target the right demographic, on the right station, at the right time.

Radio is the best reach:

According to Nielsen, 93% of UAE Population tunes into radio every week. With 1.9 million people tuning in for 18 hours a week. Radio is actually a platform with a wide user spectrum with immediate distribution of your ad without any additional effort on your part. Therefore, Radio branding can be an excellent way to boost your ad campaigns and enhance your branding strategies.

Capturing the Niche Market:

In UAE, there is a wide range of radio channels of a different genre. This provides scope to marketers to target the key audience confined to a niche market by opting the appropriate channel.

Voice of your brand:

Radio commercial is the voice of your brand which allows you to speak openly to your listeners. As listeners build an image of your brand based on your voice, attitude, music, and a message associated with it.

Sales Magnet:

Your brand can be amplified through your marketing approach. You can watch your sales grow, your brand message will spread, and your existing customers come back for more, all without breaking your budget.

Here’s how you can leverage radio commercials to reach out to your audience. The traditional approach of radio advertisement, if executed properly will enhance your brand image & leave a positive impact in the mind of your target listeners.

For more such updates stay tuned to studio52!

Contact us: http://studio52.tv/