DairyBits Shun IVR to Maintain Customer Satisfaction

DairyBits, which provides easy access to a wide range of cost-effective replacement parts for dairy and ice cream machinery, has, in a move to maintain high levels of customer satisfaction, shunned Interactive Voice Response (IVR) in favour of real people as it further encourages manufacturers to pick up the phone to order items.

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It (IVR) does nothing but annoy people and put them off phoning which is may be what the banks want, but we certainly don’t

(PRWEB UK) 16 November 2012

DairyBits, which provides easy access to a wide range of cost-effective replacement parts for dairy and ice cream machinery, has, in a move to maintain high levels of customer satisfaction, shunned Interactive Voice Response (IVR) in favour of real people as it further encourages manufacturers to pick up the phone to order items.

A recent independent survey by a professor at New York University revealed the extent of peoples distain towards IVR systems with only 15 per cent of respondents believing that IVR systems actually benefited the customer. 34 per cent thought it benefited the company while an overriding 49 per cent believed that IVR systems benefit neither the company nor the customer.

DairyBits was established in 2008 to make the ordering of replacement machine parts such as rotating seals and machine blades, to name a few, a quick and simple process, leaving manufacturers with more time to indulge in other tasks around the factory. Although IVR systems have been introduced to many businesses to streamline processes and improve the customer journey, it has in fact had the opposite effect in many situations and DairyBits has consequently avoided the systems all together, opting to allow customers to speak to a representative directly and immediately.

Charles Lewis of DairyBits, commented: “We’ve all had to phone the bank at one point or another and had no choice but to go through a series of irritating answerphone style sequences to, hopefully, speak to a real person; we wanted to avoid this at all costs. It does nothing but annoy people and put them off phoning which is may be what the banks want, but we certainly don’t.

“Providing a friendly and efficient customer service is very high on our agenda and the only way of doing this to a standard we would be happy with is to immediately direct all calls through to a real person where orders can be taken without delay; so that’s what we’ve stuck with and I have no doubt our clients will be happy with our decision.”

DairyBits allows manufacturers to search 1,000’s of dairy machine parts, including stainless steel fittings, bearings, bushes and hygienic fittings, to name but a few, via various categories and sub-categories such as electrical, mechanical and liquid, the part required or the machine in question. If you would like to receive any further information about DairyBits or its delivery services, please don’t hesitate to call +44 (0)1455 220 179 or email sales(at)dairybits(dot)co(dot)uk.


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  • Ben Leuty
    ROKK Processing
    01455 220179
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