IVR for valuable customers

[liviu.pandrea]

i want to make an IVR for valuable customers and i am now studying fezability of the project. I've search the web, but i didn't find anything interesting. Can anybody help me with some informations about that?
Any link, example will be highly appreciated.
10x.

[zoinks]

what are you trying to accomplish? If you just want certain customers to go to certain agent groups you may not need an IVR. If you are trying to automate their entire experience to reduce agent costs, that's different. If you have more info on what your goals are you may get more directed responses.

As a pilot, we offered our 'preferred' customers an automated experience where they could check their bonus points without having to speak with an agent. Calls to agents reduced significantly for this call type. We are now adding the funcationality to redeem these points based on the success of the initial IVR application. If we can automate the entire experience we save quite a bit in agent costs.

[liviu.pandrea]

I am trying to find out if important cusomer, with big customer value, like the IVR Concept or they prefer to speak with a human operator.My experience belive that a major accounts queue is sesnsible wit an IVR between the client and a human operator, and i am trying to put an IVR on a different number only for selsf settings.

[zoinks]

Sorry to take so long to reply.

I would query your users. If they are large value customer then you should certainly get their input. And while you are asking, ask them what functions they would like automated in an IVR. It doesn't make sense to create an application that will only frustrate the user. The customer will also appreciate that you have recognized them as a valuable customer and value their input into their customer experience.

Best of luck.

[mdbabb]

You may also find some good information at www.crm-forum.com. It sounds like you are trying to determine if segmentation is approriate for your organization, which is a part of the Customer Relationship Management issue.

I have experience in working on segmentation projects and will be happy to offer ideas for your project. You can contact me via email at michelle.d.babb@kp.org.