Contact Centers: How Interactive Voice Response Can Increase Customer Satisfaction& Retention

Catalog Success: How are merchants using IVR in their call centers?
Knight There are many applications. The most obvious one is the “where is my order?” query. Order status is very simple to automate. It’s just a query to a back-end database. Refunds queries are popular as well. Most catalogers aren’t going to argue the refund; they just want to provide the customer with a return number. In many ways, that’s easier for a consumer to deal with. They don’t want to apologize for sending back the merchandise or deal with anyone in that case. They just want to get the return number and send it back. That’s a popular one.