Asterisk Ticket Booking IVR Solutions Translate to Greater Revenues
This is the age of speed. Everyone wants everything fast. An individual may wish to go to a movie, book a train or air ticket or call a taxi or raise a complaint with a support centre. The subsequent processes are time consuming and can often lead to customer frustration. Loyalty takes a hit.
The simple way to speed up processes is to implement Asterisk IVR solutions. Whether it is a travel agency, entertainment segment or support, IVR facility offers great convenience for customers as well as for the business. A prospective customer calls, probably seeking information and the IVR prompts guide him onwards and once he is satisfied, he can then go on to book a ticket by pressing a number and receive confirmation. The process can be taken a step further by integrating payment gateway into the Asterisk Booking IVR solution. A prospective customer is captured from the information stage to the conversion stage and all this is done without any human intervention. Number of customers increases as does revenue.
However, not all IVRs are equal. A business may deploy a ticketing IVR only to find that callers raise or have questions for which the IVR is not geared. Customizable IVR is the best since it allows the business user to redefine IVRs on an ongoing basis to align it with precision to what customers want. A text-to-speech facility greatly aids the process.
Booking IVRs with or without payment integration do not need to work in isolation. As a matter of fact, functionality improves when the booking and payment IVR is linked to backend CRM database. In such cases, an existing customer receives a welcome in which his name is mentioned and his records are accessed. Subsequent steps speed up, much to the customer’s relief who does not want to go through a process of key presses to arrive at the final step. Once a ticket is booked, he may be invited to make payment, an option that callers usually take. A confirmation is sent by SMS or email provided the IVR is integrated into the overall service structure.
The objects of automated self service IVR for ticketing and payments are to deliver a better customer experience and save costs. This can be affected if the right solution is not in place and a poorly designed booking IVR can often turn away customers. Too lengthy menus, no option to talk with a human agent, static IVR, music on hold and such annoyances can actually make people shun IVRs. The key to making IVRs a paying proposition is to engage a developer who understands the process, knows about how caller’s mind works and puts in place a dynamic configurable IVR that can be changed based on feedbacks. A developer that can incorporate some degree of artificial intelligence in IVR gives his client a head start in customer satisfaction and conversions. It can predict caller intent, direct him to the right agent, detect fraud and even cross sell while gathering and optimizing data in the background. Find that developer and your IVR works like a charm.
