When customers call your contact center, almost a third of their time is spent in your IVR system. Al Cook, Twilio Product Director, explains how to make the experience a good one. Watch the full webinar here: https://www.twilio.com/learn/contact-center/create-an-ivr-built-for-customer-experience

1. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
CREATE AN IVR THAT
KEEPS UP WITH YOUR
CUSTOMERS
A L C O O K
P R O D U C T D I R E C T O R A N D H E A D O F C O N TA C T C E N T E R

2. but only 7% of companies offer an
IVR solution that delivers a better
experience than live agents
30%
of entire customer experience
with contact center is IVR
— Forrester
THE PROBLEM WITH IVR
48X
Price difference between
resolving customer need on IVR
vs talking to an agent
IVR is the moment of delight
or frustration
© 2017 TWILIO, INC. ALL RIGHTS RESERVED.
Create an IVR that keeps up with your customers
— JDPower

3. the most popular mobile apps get updated
every 30 days or so, according to mobile
intelligence platform Sensor Tower.
Mobile Apps: Updated every 30 days
Most companies redesign their websites every 6
months to 2 years, according to Hubspot. That’s
an entire redesign, above and beyond all the
copy updates and new webpages added even
more frequently.
Websites: Updated every 6mo - 2 years
By contrast, IVRs will play the same “please
listen carefully as our menu options have
“recently” changed” menu for years.
IVRs: “recently” changed
Create an IVR that keeps up with your
customers
WHY DON’T WE UPDATE
IVRS LIKE WEBSITES?
© 2017 TWILIO, INC. ALL RIGHTS RESERVED.

4. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
COMPLEXITY

5. Create an IVR that keeps up with your customers
The keys to an IVR that keeps up
EXPERIMENTATION
Experiment to create the right customer experience
Just like you would A/B test a webpage.
INTEGRATION
Have your customer walk away feeling
like the service was created just for them.

6. GRADUAL, INCREMENTAL AUGMENTATION
Create an IVR that keeps up with your customers
FORGET RIP AND REPLACE
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7. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
Create an IVR that keeps up with your customers
SCHWARZ SUPPLY SOURCE
• Ecommerce system had multiple
integrations with ERP - inventory
levels, budgeting, per-store
capping restrictions etc
• IVR had no integrations
• Built IVR that could process orders
by phone automatically
Founded 1907

8. Gets initial menu based on their phone
number lookup
C U S T O M E R D I A L S
“Your last order was for $5 on April 19th. You
ordered Widget X. To order again press 2”
C U S T O M E R P R E S S E S
1
Initiate re-order process with e-
commerce platform
C U S T O M E R P R E S S E S
2
Execute ordering, and read out / SMS
confirmation number
O R D E R P L A C E D
“We see you were also interested in Widget Y.
Would you like to talk to a specialist agent
about that?”
A N Y T H I N G E L S E
© 2017 TWILIO, INC. ALL RIGHTS RESERVED.
Create an IVR that keeps up with your customers
Customer Twilio Your App Server CRM, ERP etc
Customer calls
your number
Twilio asks your app
server for instructions
Lookup customer
order from CRM data
Return custom menu
to Twilio to play
Play announcement
and ask for input
Customer presses 2
Twilio tells your app
server what happened
Your app server
initiates order process
Your app server tells
Twilio to read confirmation
Twilio plays
announcement

9. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
Create an IVR that keeps up with your customers
WORKFLOW
{
"skill":"sup
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"sup
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"sup
}
{
"skill":"support",
}
1
2
3
1
2
3
TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATION
SUPPORT
TargetWorkers='
(skill HAS "support")'
1
TargetWorkers='
(skill HAS "sales")'
1
SALES
ROUTING FROM IVR ATTRIBUTES
repeat_customer=true AND
potential_revenue > 200 AND
agent_skills_required=finance AND
product_interest=widget_Y
IVR LEAD
OUTBOUND
MESSAGE
CHAT

10. © 2017 TWILIO, INC. ALL RIGHTS RESERVED.
IVR IS
ONLY THE BEGINNING
SIP Trunking
Web
Agent Phone
Automated
Surveys
SMS Support
Outbound
Dialer
Screensharing
Click to Call
WebChat
Outbound
Notifications
IVR
Video
Support
Appointment
Reminders
Own your own
contact center roadmap

11. QUESTIONS?
© 2017 TWILIO, INC. ALL RIGHTS RESERVED.
AL COOK | AL@TWILIO.COM | @CALOZPOM