Businesses can leverage cloud IVR to scale and enhance their customer service

New Ideas in MarketingEssential news for marketers, summarised by YouGov
November 15, 2019, 2:22 PM UTC

IVR-implemented Voice of the Customer (VOC) surveys collect timely and accurate feedback enabling brands to optimise their operations.

A cloud IVR can help brands provide consumer service at scale while allowing them to customise features like AI applications and other enterprise tools without any technical experts. Cloud IVR can offer personalised services to consumers by just looking up their service and purchase history.

Voice of the Customer (VOC) surveys can further help brands collect their consumers’ opinions on the call and leverage that data to improve their services. Marketers can also gather personalised feedback with VOC and enhance their services in real-time.

Cloud IVR allows brands to A/B test their call experience and refine its structure to make it more productive and successful. Brands can use cloud IVR to determine the intent of the caller and direct them to the right place.

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