Ways to enhance Customer Satisfaction using IVR.

IVR may seem to be time-consuming however; it holds immense potential of making things easier for both-companies and customers, here are few ways for it :

Paying a bill: A company can enable the customer to bill the credit card they have, simply by asking for the security code rather than making him go through a lengthy procedure.

Pharmacies: For refilling prescriptions, the pharmacy can recognize the phone number and based on what medication is in the database, just ask “are you calling to refill ?” Cable companies, telephone companies and utilities in general:

Customers caller ID can be used to identify which services he is using and check to see if those services are working, if not, can route him to the concerned person.

Outbound IVR Notifications: When the company gets close to the point where it has to discontinue utility services due to non-payment of bills, they can use an outbound IVR to alert the consumer early enough to prevent such actions.

Read more examples here: http://blog.angel.com/2011/08/10-ivr-applications-to-improve-customer-satisfaction

Video conferencing enables Bajaj Group to speed up project delivery.

While the Bajaj Group was on the midst of implementing coal-based power plants in U.P, its dispersion across six locations in India posed a problem to the management. One of the major concerns hampering smooth functionality of operations was, delayed communications which further affected major decisions, impacting overall project.

Hence, to curb down the issues posed by the geographical distances, there was a need for a solution that would aid quick communication and collaboration, improving efficiency and speeding up the operations.

As a solution, Video Conferencing was introduced which enabled the management to initiate high quality, ad-hoc video calls at the touch of a screen irrespective of the location. This resulted into high-quality multi-party and corporate level discussions.

Post implementation, the company improved delivery times, reduced travel-downtime manifold by 70% in 12 months. This further enhanced productivity of the employees. The usage expanded to conduct internal meetings, project reviews, HR interviews and training sessions in real-time.

Article adapted from: http://www.conferencingnews.com/news/46051

Some outbound trends that you can expect to roll in the coming year.

Meaningful communication has already been one of the thumb rule in winning customer loyalty and delivering valuable experiences. Strategic Outbound Communications along with Robocalls have lately been a topic of discussion on the “legitimacy” factor.

While earlier businesses were happy adopting ‘one-size-fits-all’ customer care approach, there was a growing discontent among the customers due to spamming issues. Hence, to overcome these issues, one can expect the following trends rolling in the coming years:

  • Proactive Outbound Communication/Analytics
  • Multi-channel communication
  • Context-aware communication 
  • Interactive mobile communication
  • Preference Management

Having said this, we can be assured of the tailor-made solutions being a survival mechanism in the long-run. 

Article adapted from: http://blog.angel.com/2012/11/the-future-of-outbound-it%E2%80%99s-time-to-get-rid-of-one-size-fits-all

Another list of amendments introduced by TRAI to curb pesky SMS.

As an additional mechanism to curb down pesky SMS, a recent direction of TRAI (Telecom Regulatory Authority of India) has recently enacted agreements between operators, which has significantly, increased the cost of sending SMS by Telecom.

Effective from November 7th 2012, the highlights of the 5 new amendments are as follows:

  • Limit of 100 SMS per day per SIM at discounted rates
  • Telecom Operators to come up with technical solution to curb Promotional SMSes
  • Consumer Complaint registration on Bulk SMSes made easy
  • Operators to Send SMS to subscribers educating about Bulk SMS
  • Operators to take ‘Undertaking’ in writing

Do share your thoughts on the same..

Mobile Apps to now facilitate gold and silver shopping.

The promising trends in ‘M-shopping’ has enabled purchase of a list of items ranging from a book to a market share. However, a recent initiative by the 125 year old non-banking financial giant Muthoot Group, has taken this phenomenon at a higher level.

The app allows the consumer to purchase gold and silver coins through his Apple and Android phones and tablets. Moreover, one can fetch investments reports in real-time.

The overall purpose lies in extending ‘convenience’ to the customer during his purchasing process and also relieving him from the hassle of delivery and billing. One can initiate a purchase irrespective of the location.

Considering the benefits that it avails, the app holds the possibility of being as successful as internet banking and online tours and travel bookings.

Article adapted from: http://articles.timesofindia.indiatimes.com/2012-09-17/computing/33901429_1_mobile-apps-mobile-devices-mobile-connections