Outbound interactive voice response (IVR) has started to come into its own in the last few years in the United States. Much of that has to do with telemarketing law changes and new freedom for companies to contact their current customers.
In 2003, the Federal Trade Commission revised laws regarding outbound calls by companies to customers. The revisions limited cold calling but freed up calls to current customers, ushering in the era of high-touch customer service via outbound IVR.
High-touch transforms what used to be dinner-interrupting annoyances into thoughtful welcomes, notifications and reminders.
Here are five ways to use outbound IVR for high-touch service…
Welcome Calls—Any time a new customer comes on board, a company can provide a welcome call not only as a polite gesture but as an informative communication. The call can include any information a new customer might need or find useful.
Order Confirmation—Confirmation that an order is processing lets customers know their payment has gone through and the cogs of the wheel are turning. Order confirmations via phone or text are convenient for customers who don’t have regular Internet access in particular.
Shipment Confirmation—Most customers want to know when something they’ve ordered is on its way. A shipment notification can let them know their package is en route and when they can expect it to arrive.
Installation Scheduling—One of the most important things when working with cable companies or construction contractors or any company that installs anything is scheduling the installation. Companies can use outbound IVR to schedule appointments and provide reminders.
Service Notification—Notifying or reminding customers of unexpected or scheduled service helps them keep track of things they didn’t know were coming or might otherwise have forgotten.