The company wanted to get more calls resolved faster, and automate basic inquiries to free up agent time for more urgent or complex calls. That meant giving callers personalized options upfront, and providing agents with more data about transferred callers.
VoxGen conducted a discovery project, observing agents and analyzing calls to understand what the business and its callers needed.
We designed a new application using Wizard of Oz prototypes, reworking them based on feedback until we found the right persona and menu options.
Finally, we deployed a smart, customer-centric IVR application that provides efficient self-service for common tasks and intelligently routes more complex calls to an appropriate agent.
The new IVR application has delivered benefits for the business and its callers alike:
VoxGen services used
Read the case study to see how a more human IVR delivers ROI in just 7 months for healthcare clinics chain.