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

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

Improve customer relations by eliminating the wait time blues.

Ever wondered why do hotels place mirrors next to elevators or why do grocery stores place reading materials in checkout lines?

The answer is simple – to avoid longer wait time on the part of their customers.

Research shows that customer’s end up over estimating the time that they actually spend waiting which ultimately affects their experience and purchase decision. Hence, today businesses are constantly chalking out ways to eliminate or reduce such waiting hours to a level that it does not affect the customer in a negative way.

In order to overcome such consequences, we suggest the following tips that can benefit: 

  • ‘CallMe’ Icon:  It is very essential for website owners in general and e-commerce firms in particular to provide their customers with a definite point of contact. One of the ways is to place a “CallMe/Chat” icon on your website. When a web visitor clicks on the icon, he can either request a call or resolve his queries via chat in real-time. This is an effective way to engage with your web visitors as they get your assistance when their buying desire is at its peak level.
  • Interactive IVR: As media is moving more on the interactive and engaging side, the same can be applied in IVR cases as well. While your customers are on hold, you can intimate them about the latest information which you feel they would be interested in. E.g: Give them stock tips, top 5 music hits, movie reviews of the week, technology updates or any piece of information that would spice up their wait time.
  • Creative content: You can even captivate your callers through marketing or branding pitch where you can inform them about your company, upcoming products, community events, recent achievements, little-known facts, fun trivia etc. By providing your customers with valuable and creative content, you can economize each call. It allows you to make the “most” of your time which otherwise meant unproductive.

The bottom-line is that when you engage your callers or web visitors, they perceive their waiting time to be comparatively shorter as against while they are on hold. Hence, by using innovative and interactive tools, one can reinforce the marketing efforts thereby availing positive benefits.

To sustain in a competitive economy, providing good customer service through reduced wait time can be a critical factor in avail customer satisfaction and retention.

Call on 022.67856734 or email us at sales@vivaconnect.in to know more.

Phone-based marketing trends to optimize your campaigns.

With mobile marketing opening up a numerous marketing opportunities, it is fascinating to see how companies are using different feature-combinations to drive innovative campaigns. Being centered around the phone, they leave ample scope for marketers to experiment with the techniques that can be used to fulfill the objectives of a particular campaign. Some of the latest trends include:

  • QR codes: These are futuristic patterns on a white background usually found on product packaging, billboards, web pages, business cards, instruction sheets, manuals, T-shirt etc that carries information such as offers, product details, show timings, discount code etc.
  • Push SMS: They are increasingly used by marketers to provide regular updates to their customers, convey promotional offers, transactional details etc.
  • Pull SMS: They are increasingly used for getting feedbacks, voting, registrations, lead generation opt-in etc. The customer has to just reply on a 5 digit Short Code as advertised by the marketer.
  • IVR: This mechanism is used to guide the caller about a particular process through an automated voice call. Through DTMF options, he can give feedback, know his account information, resolve a query, opt-in to a particular service etc.
  • Toll Free Number: It is a free way for customer to reach a particular business. The numbers are usually published on marketing materials. The caller can avail customer service, drop a feedback/complaint, know about promotional offers, store details, upcoming products etc.
  • Missed Calls: This is one of the trends gaining popularity. Through missed calls marketers can capture votes, generate leads and allow their customers to register/de- register to a particular service, receive verification codes etc. 

All the above phone-based marketing trends have proven to be effective in achieving marketing and branding objectives at its respective levels. However, one can expect voluminous benefits if all the above are integrated into a single marketing campaign as follows: 

  • Publish a Toll Free Number through which one can avail discount coupons and vouchers.
  • Once the customer calls, greet him with an IVR followed by a crisp marketing/ branding pitch.
  • Enable him to opt-in to your future marketing campaigns through a DTMP input.
  • In response, they receive a complementary coupon which he can redeem to avail monetary benefits on his next purchase.
  • The real-time database thus generated can be used to undertake Push SMS campaigns that can include QR codes with vital marketing communications.

Having done this, you can expect your marketing objectives being fulfilled in the most optimum manner possible!

Case Study: Customer Engagement Solution for the FMCG company.

Client profile:

Client is an American diversified multinational corporation engaged in production, distribution and provision of household, healthcare and personal products, apart from oral hygiene products. Being listed in New York Stock Exchange, the company occupies 50% of its market share. Their ranges of products are spread across 4.5 million retail outlets out of which 1.5 million are direct outlets. The company operations are focused towards achieving the goal of using technology for creating products that will continue to improve the quality of the consumers wherever they are.

Case overview:

The company wanted to come up with a customer engagement solution that is both, innovative and effective enough to induce audience participation and product purchase. With a view to gain new customers and increase sales, a television commercial was aired persuading the audience to take up a ‘Taste Challenge’.

Proposed Solution:

In order to execute the campaign, VivaConnect provided a Toll Free Number. To participate, one had to give a missed call on this number which was printed on the toothpaste package and the answer was to be given by selecting the IVR options on “taste” of the toothpaste. Also, one had to recommend telephone numbers of minimum two friends/family members. In return, the participant received a wake-up call from a celebrity for next 5 days (from registration) or a photograph.

From the valid entries, the client randomly selected 50 participants who got a chance to accompany the celebrity at a movie screening.

Outcome: 

  • Encouraged responses as the solution was handset independent-one could give a missed call through mobile and landline.
  • The incoming response count was approximately 4 million missed calls.
  • Created a database of active users in real-time.
  • Induced product purchase.
  • Analytic reports facilitated real-time tracking of numbers with details of their region of origin.

Call 022.42930134 or email at shelma@vivaconnect.in. to know more.

Are Mobile wallets soon to replace plastic money?

By now we have already experienced the convenience facilitated by mobile-based payment options. In order to avail the benefits of mobile banking services, it is essential to have a bank account. However, today, a revolutionary automation in commerce has resulted into introduction of ‘Mobile wallet’.

What is a Mobile wallet?

It a revolutionary service that puts the transactional choice to purchase and transfer money using mobile phones without owning a bank account. Unlike mobile banking, it does not require the user to hold a bank account. Currently, Airtel Money, Oxicash, UBI Money and SBI MobiCash are examples of companies offering mobile payment option, directly by loading cash into mobile wallets at designated outlets.

One can exercise usage of Mobile wallet through:

  • SMS: The customer can send an SMS for activation of account. The PIN received as a response to the message, along with the unique transaction ID or One Time Password (OTP) delivered through voice, can be used for carrying out the transactions.
  • Mobile Application: The customer can download Mobile wallet application which enables him to carry the step-wise transactions using his mobile phone. One can even use bar codes to undertake a transaction.
  • IVR: The customer can simply dial a number and through options laid down by IVR, he can carry out the transactions. Through DTMF inputs, he can even change his PIN as and when needed.
  • WAP and USSD: The customer can also undertake his transaction using a WAP link or USSD on his mobile phone.

It allows subscribers to convert their cell phones into virtual wallets, for utility services such as electricity bill payments, prepaid recharges, digital TV recharge, online shopping, buying movie tickets, etc. For the initial registration, the user has to pay a nominal initial registration fee along with submission of identity documents to complete the KYC procedure.

Advantages:

One of the major advantages of using Mobile wallet is that even when the phone is lost, the balance in the wallet cannot be misused as it involves two-factor authentication mandated by RBI. While undertaking a transaction using a bank account, there is high probability of the entire amount being prone to cyber frauds like phishing. However, such risks are eliminated in case of Mobile wallets as the risk is limited to the value loaded for a particular transaction.

The utility value for the customers who own a bank account is high as they may not have access to Internet but have their mobile phones with them all the time. Moreover, GPRS connections come at a monthly cost which is eliminated in using a Mobile wallet. On the other hand, Mobile wallets are equally beneficial for those who don’t own a bank account as their transactions are not bound by day/time constraints. All they need is to load a sufficient amount of cash and avail the benefits of transfers, payments, drop cheques etc without incurring travelling cost.

Although the hype about mobile wallet is all-time high, there is limited clarity on the cost of the service at present. The simplification of the payment process makes it more preferable, making it a clear game-changer.

Article adapted from:http://articles.economictimes.indiatimes.com/2012-06-01/news/31959282_1_mobile-wallets-mobile-banking-services-mobile-payment

To get more insights call us at 022.42930134 or email us at shelma@vivainfomedia.com.

IVR and SMS mark its presence in education segment as well.

Until now, the State Board Examination results were accessible through internet. However, the strong instinct of students and parents, about procuring examination results in least possible time has given rise to a new trend. One can get his board results using mobile and landline phones. The objective of the service is to ease out the result declaration process in a way that it subsides the curiosity level in the lowest time frame.

Students can now avail their results in two possible ways as given below:

  • IVR

This method requires the person to call on the assigned number. When a person dials the number, a welcome message is played by an automated exam announcement system. It requests the caller to provide his seat number/roll number as the input. Based on this input, IVR server makes a query to the database and subject wise marks/summary of performance is conveyed in about 30 seconds through IVR. The service is usually made available on the day when the board results are announced.

The key benefits that IVR system provides in education industry are: 

    • Results are accessible through landline as well as mobile phones
    • The language of IVR can be customized as per the region of origin
    • Reduces burden on administration authorities
    • Automated services
    • Remote access
    • 24/7 availability
    • Cost effective and timely
  • SMS

One can even avail the examination results through SMS. In this case, the student has to register himself by sending the roll number prefixed with the examination. E.g. RESULTEXAM NAME HALL TICKET NUMBER No. to XXXXX.

Students who do not register can also avail the result details instantly. They just need to send an SMS in the same format and the result details will be published on their mobile at minimal cost of Rs.3/SMS (or other tariff rates as applicable).

The benefits of this arrangement are:

    •   Anytime-anywhere access
    •   Instantaneous availability of result
    •   Ensures a wider reach compared to internet access

Considering the above benefits, we can conclude that mobile phones can serve as better and quick source of result delivery especially in the remotest part of the country. The procedural customization facilitated by mobile phones further adds to the ease.