Customer Experience Archives

Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

Call Flow, Customer Experience, IVR / By PlumMarketing

While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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5 Ways Pre-Built IVR Apps Transform Your Voice Channel

Customer Experience, IVR, Plum Fuse / By Jason Myers

It can be difficult to get your voice channel just exactly perfect. It may seem impossible to find a solution that is easy for your IT and development teams to manage and use, and something that delivers a great customer experience to end users. Pre-built IVR apps let you cut through most of the complexity …

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Making the Audio Flow in Your IVR Apps

Call Flow, Customer Experience, IVR, Technology / By Jason Myers

It may seem like a minor detail but having audio that flows together well in your IVR applications can have a major impact on customer experiences. Getting good, smooth sounding audio has more to do with being a good sound engineer than it does with designing IVR apps. Why Flow Matters The most common issues …

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Simplify IVR Development Using Visuals

Call Flow, Customer Experience, IVR, Plum Fuse, Technology / By Jason Myers

Computer programming isn’t for everyone. And you know what? That’s ok. Traditional Computer Programming There are a number of inherent challenges with writing code that even the best developers would agree with. One is the linear nature of writing code. Some of this is governed by syntax, but at the same time, it can be …

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3 Ways To Improve IVR Containment Rates Without Touching Your IVR

Call Flow, Customer Experience, IVR, Omnichannel, Payments / By Jason Myers

The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to …

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Transcription vs. ASR: Which Is Right For You?

Customer Experience, IVR, Speech Recognition, Technology / By Jason Myers

It happens all the time with technology: two different processes that share some similarities get conflated. People say one thing and really mean the other, and vice versa. One area where we see this with audio related processes involves automatic speech recognition (ASR) and transcription. What both of these things tend to suffer from is …

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IVR TTS – How Much Is Too Much?

Call Flow, Customer Experience, IVR / By Jason Myers

Original image source When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right? Here’s the …

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Why Personalized Customer Service Is Not Optional

Customer Experience, Customer Service, IVR / By Jason Myers

Customer Service – Both Art & Science One of the most important things to realize when doing business is that people don’t buy from companies – they buy from other people. When you sit back and think about this it makes sense. It’s easier for one human to connect with another one than it is …

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The Netflix Effect & Why Voice Remains Critical For Customer Service

Cloud Computing, Customer Experience, Customer Service, Omnichannel / By Jason Myers

The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching …

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Business Logic & Automated Voice Apps: An Introduction

Business, Cloud Computing, Customer Experience, Plum Voice, Technology / By Bartleby Monster

Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service …

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