OneReach Crafts Unique Campaign With Stella Artois

Are you ready to say bonjour to the simple life? Stella Artois thinks so. OneReach recently collaborated with Stella Artois, ad agency Mother New York and production company Stopp to create a unique user experience for Stella Artois web visitors. To promote their Hamptons Picnic Properties sweepstakes, Stella Artois provided users with an interactive experience where users could chat with brand ambassador Le […]

9 IVR Best Practices You Need to Know

Interactive voice response (also known as IVR) is one of the most notorious service channels of all time. Originally introduced to decrease the amount of time agents needed to spend on the phone while increasing the number of problems solved. Unfortunately, IVR ended up creating brand new problems for the customer: long hold times, confusing […]

These Overused IVR Phrases Have Got to Go

Almost every IVR contains one of these frustrating phrases: “Please listen carefully, as our menu has changed.” “We are currently assisting other customers. Your call will be answered in the order in which it was received.” “You can find information on our website at…” When working with an integrated voice response (IVR) system, there are […]

Interactive Text Response is the New IVR

With technological advances flooding the market everyday, interactive voice response (IVR) is looking more and more like a thing of the past. Modern speech technology dates as far back as the 1930s, but IVRs didn’t really come into their own until the late ‘90s. In theory, customers would be empowered to solve their own problems […]

Self(ish)-service: How Misused IVR Ruins the Customer Experience

People hate IVR, everything from its automated voice to its endless wait times to its frantic button mashing. In fact, only 13% of consumers think IVR is easy to use. Callers can never be sure if they’ll encounter an effective self-service tool, an ineffective self-service tool, or a call routing system. However, most experiences end the […]

Enhance the Customer Experience, Tame the Robots

In a noble effort to cut costs, many businesses use interactive voice response (IVR) systems at contact centers. While this does lower contact center costs by reducing real-agent answer time, it also reduces customer satisfaction by a whopping 93% overall.