Usability and Internal Marketing
As with any self-service technology, usability and marketing are key to success. Users must be made aware of the IVR system's new features, and should have an incentive to use it rather than accessing manual service.
The IVR system must be easy to use. This means:
- It must be easy to access password reset, token management
or registration from a frequently-accessed and well-known
IVR system's menu.
- The process by which users identify themselves must be
clear and easy to follow.
- The process by which users authenticate (prove their identity)
must be clear and easy to follow.
- In the case of a password reset, it is preferable to have
the system generate a random password, rather than asking
the user to (awkwardly) enter it using a telephone.
- In the case of a password reset, it is preferable to reset all of the user's passwords, and clear any intruder lockouts, rather than having the user navigate a slow, sequential system- and function-selection process.
Users must be made aware of the telephony integration. This means:
- The availability of the system should be advertised on
multiple media. Examples include mass e-mails, distributed
mouse-pads, text on workstation screen savers, text on
workstation acceptable-use messages, etc.
- Users should be given the option of self-service problem
resolution before they get the option of speaking to a
human support analyst.
- Users should have a reasonable expectation of receiving
better service from the system than from human support
analysts. For example, the IVR system may notify users
of the expected wait for human assistance, and continue
to offer self-service even to users who elect to wait
for a support analyst.
- In cases where registration is required or appropriate, users should be motivated to register -- e.g., by prize draws.