IVR for Government: Make a Great First Impression
Frequently, the first interaction that a citizen or customer has with your organization is through an IVR or self-service portal, and that first impression is important. Too often, however, organizations consider their IVR a “one and done” way to deflect calls when it can be a highly customizable tool that makes a real difference in the customer experience you provide.
For example, working with an easy to use IVR platform will allow you to frequently update it with new information on weather conditions, safety announcements, and the availability of new programs. Or, a powerful IVR will make it possible for you to provide far more sophisticated, personalized information then one expects from automation.
Download our new e-book, “The IVR Playbook: Your Guide to Developing an IVR Platform that Ensures a Great Customer Experience for Governmental Organizations” to discover steps you can take to improve the effectiveness of your IVR.
City of Avondale Turns Their IVR into a Life-saver
Avondale Arizona is not a place where you want your electricity shut off – temperatures reach 110°F and higher in the summer. So citizens trying to get family assistance or stave off a utility disconnect need rapid responses and innovative solutions.
The city implemented a Family Assistance Registration inbound IVR solution that prioritizes and manages call loads, while the outbound IVR solution not only alerts citizens to a potential disconnect but allows callers to make payments or set up payment plans. As a result, utility disconnections were cut by 50%.
Rob Lloyd, CIO of Avondale who has led the city to first place wins in the Digital Cities Survey in both 2013 and 2014, spoke with us at length on citizen-focused technology during a recent webinar with Government Technology Magazine.