Self Service Archives

A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes?

Perhaps the best word to describe how many customers feel about the voice self-service channel is ‘conflicted.’ While they understand why businesses use self-service, and they appreciate self-service options when they work well, customers also become highly frustrated when they don’t. This “love to hate” dynamic seems to come down to poor service design and …

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

Customer Service, Payments, Security, Self Service / By Jason Myers

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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6 Ways IVR Rocks for the Prepaid Card Industry

IVR, PrePaid, Self Service / By Jason Myers

As the holiday season comes barreling at us like a runaway train, prepaid card companies start to prepare for an onslaught of new customers. Prepaid cards have become a ubiquitous form of currency. Companies use them to fulfill rebates, average Joes and Jills use them as gifts, and there are plenty of other uses for …

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What Are IVR Containment Rates?

Business, Call Flow, IVR, Self Service, VoiceTrends / By Jason Myers

What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes …

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Case Study: Use Voice Tech to Provide More, Better Payment Options

Case Study, Customer Satisfaction, Finance, Payments, Security, Self Service / By Jason Myers

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may …

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Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

Business, Case Study, Finance, Payments, Self Service, SMS / By Jason Myers

Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments …

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Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

Case Study, Customer Satisfaction, Insurance, Payments, Self Service / By Jason Myers

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of …

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Coder’s Corner: Create A Self-Service App That Doesn’t Suck

Call Flow, IVR, Payments, PrePaid, Self Service, VoiceXML / By Jason Myers

Let Customers Be “In The Know” It’s no secret that the majority of people prefer, and even expect self-service options nowadays. Why, you may ask? Because self-service is a constant. No matter what or where someone is they can pick up the call and make a payment because there’s no need for people to be …

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Respect the Customer Journey: Principles of Voice Self-Service Apps

Call Flow, IVR, Self Service / By Jason Myers

It seems that the nostalgia industry will never die. But anyone who wants to turn back the clock might get more than they bargain for. For example, you’re on your way home from work. You duck into the grocery store to pick up one small item, like a can of tomato sauce. Immediately you feel …

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3 Uses of Customer Service Technology in Insurance

Call Center, Case Study, Customer Satisfaction, Insurance, Payments, Self Service, Surveys / By Jason Myers

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the …

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