LIME, the Caribbean’s leading full-service telecommunications provider, has established another service innovation for its customers with the introduction of its enhanced Interactive Voice Response (IVR) service to Post-paid customers across the region. The enhanced IVR system will give customers even more self…
LIME, the Caribbean’s leading full-service telecommunications provider, has established another service innovation for its customers with the introduction of its enhanced Interactive Voice Response (IVR) service to Post-paid customers across the region. The enhanced IVR system will give customers even more self-service options including bill payments.
The service comes only a few months after the company had introduced a self-service IVR system that assists its prepaid customers with simple day-to-day tasks such as buying services and credit top up.
Regional VP, Customer Assurance, Joan Whitehead noted that this move gives customers more power at their fingertips, with more options to have their queries resolved faster.
“When customers first heard the new IVR, months ago, they were really generous in their feedback, which validated our decision for the change. The social media posts were commending us on how personable and ‘real’ it was – some even trying to guess who the character was.
“We know that customers want what they want and they want it right away. This is why we know this service improvement will deliver that experience as this puts all that power in their hands. Convenience is a big part of delivering world-class customer service to our customers and our enhanced Interactive Voice Response – which represents a revolution in customer service in the region - is the perfect innovation to achieve this.”
LIME has partnered with VoxGen, which manages the system on its behalf.
Wally Brill, VoxGen’s SVP of Customer Experience said: “LIME’s dedication to its customers allowed us to design, create and user-test a system, from the customers’ perspective, that answers their needs and gives them the best possible user experience.”
Even the sound of the system is a radical departure from the ordinary as the voices are very personable and highly conversational and add a human touch to a listening ear when dialling in to the Contact Centre. In addition to bill payment, both pre-paid and post-paid balance information can all be accessed by this channel. Late last year LIME raised the bar for customer service by being one of the first companies in the region to offer online customer service to its customers in all its markets.
The service, which went live in all 13 markets in the region, two weeks ago, is complete with voices reflecting the general accents of the region.
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