Once you have the foundation set up, you can personalise your keypad options and make them even more efficient for your customers. Here are some examples:
- The customer gets a choice based on opening hours
In Telavox’s IVR system setting, you can give the caller different keypad options depending on the time of day. For example, you can choose not to assign a keypad option for the finance department during off-hours. Let’s say the finance department opens at 10 AM. If a person calls at 8 AM, the caller does not have to be disappointed when they have chosen finances as a first selection, just to be connected further and not get an answer.
Voice answering can also be active around the clock, so all questions where answers can be automated are handled by the system. And even if you only greet the customer again outside opening hours, the customer feels that they have been treated well.
- Set up your calls based on area code
You can also give the customer a choice depending on the area code, something that is perfect if you have offices or shops in different cities around the country. For example, if a person calls with the area code 08, they are sent to Stockholm’s keypad options. Those with area code 031 will go straight to Gothenburg’s alternatives.
- Additional function: Identify the customer to prepare for the call
A smart way to identify a customer that calls is to ask them to enter their social security number. That allows you to see their history even before you receive the call. In this way, the customer does not have to explain the reason for their call, and you can see if the person has had contact with you before regarding similar problems. With these insights, you can then start the conversation by showing understanding, avoiding frustration. This feature is not included in the standard IVR solution but can be added.