Voice support is at the heart of exceptional customer service. Despite the rise of self-service and digital communication channels, many customers still turn to voice support for its immediacy and the reassurance of human interaction. Unfortunately, service quality often falls short, leaving customers frustrated.
For example, a recent survey found that customer satisfaction with service is at an all-time low in 2024 highlighting the urgency for businesses to improve their voice support strategies. At AudioCodes, we regularly assess the technology behind contact centres, identifying both the areas for improvement and the practices worth emulating. Here's what we’ve learned about delivering delightful voice support experiences.
What Target gets right
One example of effective voice support is Target's contact centre. Target simplifies the often-complex DTMF (dual-tone multi-frequency) menus by minimising irrelevant options and fast-tracking customers to live agents.
When calling Target, you're presented with a single, concise menu, followed by a sub-menu with just one option. Once selected, you’re immediately connected to an agent. This approach eliminates frustration caused by endless submenus and irrelevant options—a common pitfall in many contact centres.
Why it works:
- Simplicity: A streamlined menu system reduces cognitive load for callers.
- Efficiency: Fast routing minimises hold times, improving customer satisfaction.
Target’s strategy is a reminder that less is often more when it comes to menu design.
Kansas City’s local credit union: a customer delight case study
Another standout example comes from a local credit union in Kansas City, US which offers an innovative approach to customer engagement by combining live support with video-based kiosks and app-based interactions.
What they do differently:
- Kiosks in branches allow members to interact with live agents via video.
- Their app and website provide seamless access to live agents, ensuring support across multiple channels.
This omnichannel approach not only boosts convenience but also reassures customers that help is always available, no matter the platform they choose.
Takeaway: Offering live interactions across multiple touchpoints creates a more accessible and customer-focused experience.
The power of live interactions
A recurring theme in customer feedback is the preference for live interactions. Customers often report that they are willing to wait longer for a live agent if they know help is on the way.
The frustration of navigating deep, multi-layered menus—only to be forced to “press 0” repeatedly for an agent—can erode trust. Providing live support early in the call journey is a game-changer.
Key benefits of live interactions:
- Empathy and Understanding: Agents can address complex queries more effectively than automated systems.
- Reassurance: Customers feel confident knowing a real person is available to help.
- Resolution: Live interactions often lead to faster problem-solving compared to self-service options.
Businesses should aim to strike a balance: simplifying menus while ensuring that live agent support is easily accessible.
A transformation story: simplifying IVR menus
In a recent project, we helped a client transform their IVR (Interactive Voice Response) system. Previously, their system had 37 options spread across main and submenus, which forced callers to wait up to 90 seconds just to reach an agent.
Our solution involved leveraging natural language understanding (NLU) capabilities. Instead of overwhelming customers with lengthy menus, we introduced a conversational approach:
“Thank you for calling. How can we route your call?”
This shift allowed customers to use their voice to guide the interaction, drastically reducing wait times and frustration.
Outcome: By prioritising simplicity and conversational AI, the client improved customer satisfaction and reduced call handling times.
Delight your callers with simplicity and innovation
Customers often start their support journey with self-service tools like FAQs or chatbots. By the time they pick up the phone, they’re likely seeking human assistance for a complex issue.
Here’s how your contact centre can meet these expectations:
- Simplify menus: Avoid long, convoluted DTMF trees.
- Leverage technology: Use conversational AI to guide customers efficiently.
- Prioritise live support: Ensure agents are accessible through multiple channels.
At AudioCodes, our Voca Conversational Interaction Centre is built with these principles in mind. Powered by conversational AI, Voca CIC helps you remove the endless menu options and provide customer-friendly voice support.
Explore how Voca CIC can transform your contact centre into a hub for exceptional customer experiences. Learn more here.