Category: IVR & Self-Service


Category: IVR & Self-Service
West Corporation

Posted on June 28, 2018 by West Corporation 


21 Steps to Get Customers to Love Self-Service

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages. Read More >

West Corporation

Posted on May 14, 2018 by West Corporation 


Summer Prep: 3 Best Uses of Inbound Communication Tools for Utilities

Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.

Inbound communication tools for utilities are really no different than tools used in other industries. They include solutions like chatbots, contact center software, interactive voice response (IVR), webchat, email, web portals and more. So you may already be quite familiar with these tools and just need some guidance on how to get more from them. Read More >

West Corporation

Posted on November 9, 2017 by West Corporation 


5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. Read More >

West Corporation

Posted on October 27, 2017 by West Corporation 


5 Key Steps to Build a Good Bot

By Aaron Fisher, Vice President of Innovation

Unless you’ve been living unplugged for the past two years, you’ve almost certainly heard the buzz around exciting developments in artificial intelligence (AI), machine learning and bots. Read More >

West Corporation

Posted on September 14, 2017 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

By Darren Thraen, Director of Sales, Utilities

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

By Laura Campbell, Product Manager

Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >

West Corporation

Posted on July 21, 2017 by West Corporation 


Visual IVR Bridges the Customer Service Gap

By David Orwick, Product Development Manager

When it comes to memory, the human brain can be limited. That’s why visual IVR can have big implications for the customer service industry.

Read More >

West Corporation

Posted on May 2, 2017 by West Corporation 


Leverage SMS Messaging for Fiesta-Worthy Communication

Cinco de Mayo is nearly here, which means it’s time to keep an eye out for your nearest Mariachi band and celebrate the day that the citizens of Mexico gained their independence (Read through if you’re shaking your head!).

When we think of independence, we think of the freedom to do things in the ways we want. Among smartphone and SMS/text messaging users, 64 percent prefer texting over voice customer service.[i]

Instead of perpetuating the myth that customers only ever truly want agent support, it’s time to free them to interact more naturally. In an age where customers are moving faster than ever, it’s time to provide the liberation they demand. It’s time to let them be mobile.

Read More >


West Corporation

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