An energy provider enlisted our help to review their customer experience during their IVR re-platforming. The engagement identified more insight than was expected, highlighting a number of challenges customers faced when calling, driving loss of automation and leading to an average customer experience. The existing talent used by the client certainly didn’t portray the new brand image and nor did the prompt wording reflect the language and style that the client wanted.
The Flare team spend a few weeks exploring the brand attributes and developing a persona and style guide to suit the clients brief. With a tight framework developed to drive the search for the right talent/persona, the process took only two weeks. This allowed the client to shortlist quickly from an original 100 voices down to only 5. The TV/radio voice was thrown in the mix but didn’t suit the nature of the IVR where attention and engagement is critical.
With a style guide to follow the re-write and re-invigoration of the prompting became straight forward. From an original brief to having the IVR ready for testing, the whole project took only six weeks. Feedback has been fantastic and we look forward to exploring how the IVR can make much larger leaps with enhancements focused on automation, personalisation, and multichannel integration (the later being something we’re currently working with the client on – so watch this space).