How to Reduce Your Customer Support Costs by 85% and Take Your Customer Experience to the Next Level with a Conversational IVR That Integrates With Any CRM or Ticketing System.
The Next Level in Customer Self Service
If you're reading this, you likely already have a customer support portal on your website with a knowledge base, such as Zendesk Guide. You might also provide the ability to create a Zendesk support ticket online or through email. Your goal was probably to give customers mores options in how they interact with your company, but also to eliminate the need for customers to call you. Maybe these efforts have helped to reduce call volume, but for a variety of reasons, a large percentage of your customers are still going to call. This beckons the question, what else can you do to improve customer experience and reduce support costs?
The answer is to leverage your existing self-service and customer support investments to deploy a Cognitive IVR or integrate Conversational AI capabilities to your phone system.
Cognitive IVR for Zendesk Self-Service
A Cognitive IVR, such as Xaqt's Cognitive Voice Automation Suite, has the ability to engage in a natural language based conversation with a customer and take automated action based on the caller's needs. The result is a fully automated customer voice interaction.
One key benefit of a Conversational IVR over a traditional speech recognition IVR is the ability for customers to ask open ended questions and receive dynamic answers to those questions. This type of AI-IVR capability enables your contact center to voice automate customer interactions that previously required a live agent.
Cognitive IVRs also have the ability to integrate and communicate with your customer relationship management software (CRM) or Customer Support systems, such as Zendesk Support, to access the full breadth of their functionality.
Voice Enabling Zendesk Guide for FAQs and Troubleshooting
Often times, a customer or prospect may call to ask simple questions that are already on your website, such "where do I park for the event" or "what hours are you open on Sunday?".
If you have a Zendesk Guide Knowledge Base today, then you know how it can be a powerful tool for customers to find the information they're looking for. But what if you could provide your customers access to that same knowledge base over the phone without them having to speak to an agent?
Well now you can. With Xaqt's Cognitive Voice Automation Suite, you can instantly turn your Zendesk Guide Knowledge Base into a fully functional Conversational IVR. Rather than callers having to ask their questions to a live agent, they can ask the Cognitive IVR and get the answer much faster and at a lower cost to your organization.
For example, let's say they're calling with a simple product related questions, such as "how do I connect to free WiFi?"
In a traditional IVR, there would be no way to accommodate that type of request. You would have to create a maze of IVR prompts that eventually routed the customer to the right agent queue. However, with intelligent voice automation and a natural language IVR, customers can ask open-ended questions and receive the answers from your knowledge base. Now, your customers will get information quicker and you will require fewer agents to handle those calls.
With Xaqt's Cognitive Voice Automation Suite (CVA), you can turn your Zendesk Guide Knowledge Base into a fully functional conversational IVR in minutes. CVA indexes your Zendesk knowledge base articles and then maps customer questions to them. Q&A type calls are actually the fastest and easiest to get up and running with an Intelligent IVR.
These Q&A based interactions are constantly monitored for customer experience and tuned to optimize performance.
Knowledge base articles are often written in long form to give customers as much information as possible. However, with voice interactions, it’s best to be brief and answer the customers' question as quickly as possible or ask them further qualifying questions to provide the best answer. In this case, we recommend creating a separate knowledge base article specific to phone interactions that can be read back to the customer over the phone.