Interactive voice response (IVR) systems have become a critical part of all businesses today. However, not all IVR systems deliver great customer experience. A Voyage report shows that 61% of customers are unsatisfied with their IVR experience, and many abandon companies due to poor experiences with IVR systems. Fortunately, you can leverage technology to design […]

Not every caller enjoys interacting with your interactive voice response systems (IVRs). Some are less receptive of the idea following prompts with the belief that they will have their issue resolved successfully at the end of it. A  recent study reported that 83% of consumers said IVRs offered no benefit and were nothing but a […]

Let us face it: Abandoned calls are inevitable in every call center. In fact, it is estimated that an average call center loses about 20% of its customers before they get connected to an agent. This can be very costly for your business because it reduces productivity and impacts your reputation negatively. While keeping the […]

Interactive voice response (IVR) is one of the best ways to increase customer satisfaction and boost the productivity of a contact center. The automated system plays a critical role in handling high call volumes and responding to customer inquiries. It contributes to several aspects of business growth, including client retention and developing a solid brand image. […]

The rapid growth of digital communication networks and the internet has led to a new age of customer service, where businesses must respond and adapt to the ever-changing customer needs. ChatGPT, a cutting-edge artificial intelligence (AI) language model created by OpenAI, is one technology with the potential to completely transform the customer service industry. Today, […]

Modern business owners are increasingly focusing on building an online and automated customer experience that they ignore a powerful channel for creating meaningful relationships and sales conversions: Traditional phone calls. Many assume traditional phone call, assuming it is not “cool” enough for the digital economy. However, statistics show something else. A report from eConsultancy.com shows […]

Can you tell if your car is broken by looking at it? While there may be some telltale signs, such as smoke coming from the hood or a deflated tire, a more detailed diagnosis requires an expert—a mechanic with experience and specialized tools. The same is true for your law firm website. It takes an […]

The success of your business largely depends on your ability to understand your customers’ journeys. Every point of contact counts; from the customer’s initial interaction with your brand, to the final sale. However, keeping track of every touchpoint, particularly phone calls, might be difficult. That is where call tracking attribution comes into play. With call attribution, […]

As a small business owner, you wear many hats. You are most likely the person in charge of sales and marketing, finance, customer service, and everything else. With so much going on, you may have limited time to answer inbound calls prompting you to send a huge chunk of them to voicemail. While it may […]