IVR For Customer Service

Posted on April 12, 2017

The Internet has certainly made a tremendous impact on the business world. All one needs to do is look at the business climate of brick-and-mortar retailers to be reminded of the impact of online capabilities.

What about the phone? Is it still relevant in today’s business climate?

The answer is yes. A recent report by a leading research company stated that the IVR market will continue to grow past $1.5 billion toward the year 2020. Visual IVR, an emerging technology, is believed to remove any doubts about the future of IVR in general.

What does this mean? People still want to use the phone to interact with business. Some people still have to. The end result is that the phone does not have to be your enemy. Your customers and potential customers may be able to get the answers they need from an automated system. This means you can free your staff to handle more pressing matters while letting your IVR do the rest.

Let us know what you think.

Two Approaches to Appointment Scheduling

Posted on February 17, 2017

Not all scheduling systems are the same. A relatively unknown, but important technical approach to calendaring can be the difference between accurate scheduling and customer headaches.

The process of getting your customers scheduled into appointments involves a fundamental choice of how to approach scheduling. Many schedulers are designed around the basic concept of blocking out times that are not desired for scheduling. For example, you might block out Saturday, Sunday, and the lunch hour of 12 o’clock to 1 o’clock. You would then be leaving open everything else.

This approach can suffice getting the job done, but it can also lead to problems. For example, what if you forget to block out holidays, vacation days, or inconsistencies in availability? Using the all open – block out what you don’t want – approach can lead to having customers booking into open times when you did not mean to leave them open.

Here at Appointment Works, we turned the approach to scheduling upside down. Our system is designed around an approach that has everything closed. You only put into the system openings for which your customers can schedule. By requiring a process of appointment opening and review, you know exactly what appointment times will be on your schedule without needing to remember what to block out. This preserves the Integrity of the block out function to be applied only to times you opened in the first place.

Ever have problems with schedulers? Let us know what you think about our approach.