Customer Service

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Spring Cleaning for Your IVR Leads to Blooming Customer Relationships

The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer experience processes. A complete review of each customer journey is necessary to ensure the details are all up to date and the operations all reflect best practices; …

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The Customer Service Automation Tool You Need At Your Healthcare Facility

As anyone who works in healthcare knows, today’s patients want more than the basics of treatment. They expect their experience with your healthcare facility to be convenient for them, seamless, and completely transparent. Therefore, it’s crucial for healthcare providers to understand the stresses and frustrations patients experience through the various stages of their journey with …

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Customer Service Automation in Banking – A 2020 Update

Like they have in other industries, artificial intelligence and machine learning are truly disrupting the banking and financial services industry. In fact, Accenture predicted that last year would be a critical one in the evolution of the banking industry, specifically noting that: Of the 784 bank businesses and IT executives from nearly 30 countries polled …

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New Year, New IVR? Four things to do to Improve your IVR and Customer Service in the New Year

Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …

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Maintain a Steady Cash Flow with Outbound and Reminder Apps

Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders, increasingly, this form of outreach is being handled by anoutbound IVR. The reason? According to Forrester, live agents can cost up to $12 an …

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Practice What You Preach: A Demonstrated Commitment to Customer Service

Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …

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How to Get Continuous Customer Feedback at Scale

What Does This Even Mean? “At scale,”one of the more daunting phrases for any contact center. Whatever the initiative is, it’s so important that it’s not good enough to just work with representative samples or roll it out to specific groups. “At scale” technically means the initiative is as big as it needs to be …

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Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in …

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How to Get More From Your IVR with AI

How AI Delivers Better IVR When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences. With IVR callers have …

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Case Study: Specialty Insurance Company Drastically Cuts Payment Processing Costs

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents …

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