Nautilus
Retail in Singapore moves fast. Shoppers want instant answers, personal service, and zero hassle. Retailers who lag? They end up losing. The ones who win lean on tried-and-true technologies that actually deliver.
Enter the modern IVR. At Nautilus, we’ve built modern phone systems for some of Singapore’s biggest names in retail, including the FairPrice Group. This entails building a modern, and fully-optimised IVR system. The result? Happier customers, leaner operations, and real growth.
What’s broken with old-school IVR systems?
Retailers are facing a two-fold challenge: managing high call volumes while still managing to deliver exceptional customer service. Traditional IVR systems often fall short— causing unwanted customer frustration, increased wait times, and lost opportunities that go beyond the mere scope of sales (think customer success and repeat business).
Outdated IVR systems often do more harm than good; increasing costs and wasting valuable time.
But thanks to advancements in VOIP aka cloud communications and its associated technologies, IVR systems have had the chance to evolve. Today, IVR systems are capable of the following:
- Provide 24/7 support, ensuring customers always have access to assistance
- Self-service integrations that can handle repeat inquiries from customers
- Personalised interactions that pave the way for increased customer satisfaction and retention
According to Salesforce’s “State of the Connected Customer” Report, 80% of customers today consider the experience a company provides as important as the product and services it offers. And that experience begins at the IVR level, making it a frontline business differentiator worth investing in.
Real World Example: The FairPrice Group
When the FairPrice Group needed a better way to manage support across their nationwide network of stores and contact centers, they turned to Nautilus. The result was a fully-integrated IVR solution that worked hand-in-hand with Nautilus Talk, our phone integration with Zendesk’s powerful ticketing system.
With help from Nautilus, The FairPrice Group was able to:
- Route calls more effectively, reducing transfer times
- Automate frequent inquiries like store hours and delivery updates
- Track and improve performance through centralised reporting
“We achieved significant improvements by designing fully-optimised IVR call flows that created the pathway for better call deflection,” notes Rachel Foo, FairPrice Group’s Head of Customer Service.
Benefits of Smarter IVR Setups
1. Enhanced customer experiences
An optimised IVR system entails a detailed look at call flows, and ensuring that every time a customer calls in they are routed in the most efficient way possible. This limits the amount of time callers have to wait before having to get assistance, meaning they get resolution faster and makes for a smoother calling experience— exactly what the modern caller expects today.
2. Operational Efficiency
By fully optimising your call flows, you’re working towards a leaner operation and better call deflection. One where your teams’ strengths and capabilities are maximised, minimising waste. And by integrating self-service options on the IVR level, agents are freed from monotonous inquiries, leaving them free to handle complex cases more.
3. More present assistance
An IVR presents retail brands the opportunity to say what they need to say without even speaking to the customer. From the IVR menu, you can play a custom recording that announces operating hours, ongoing promotions, and other relevant messages. Depending on your ring strategy, you can even play after-hours recordings that direct callers where to go in case your call center is closed for the day. This ensures callers know where to go and what to do.
Smarter IVR setup tips for Retailers
As no singular IVR setup works for everyone, here are a few key steps to make your IVR work for your business:
- Map your top customer queries. Figure out which common questions customers calls in for and offer a self-service option on the first few levels of your IVR.
- Limit menu options between 3-5 levels for clarity and speed. Customers don’t want a super complicated menu.
- Offer callback options during peak hours to reduce call waiting times and frustration
- Review call analytics to continuously refine your IVR flow and its effectiveness
- Integrate your CRM to personalise the experience and improve reporting
The Bottom Line
Retailers like the FairPrice Group are proving that with the right solution and a perfectly optimised IVR call flow, boosting customer satisfaction and driving revenue are achievable goals. In fact, a proper IVR system is a strategic asset that should be at the forefront of your goals. It is, in fact, the first impression a customer has on your brand. So make a good impression!
With Nautilus as your cloud communications provider, you can achieve this level of efficiency and optimisation within your own operations. Are you ready to modernise your IVR today? Book a free consultation and discover how cloud-based IVR solutions can help your business scale faster– all while keeping your customers happy.
