5 Reasons You Should Outsource Your Customer Service

In this new century, whether you’re a business owner or head of a government agency, customer satisfaction comes down to every single transaction. That one bad review can result in untold losses.  There is no hiding from social media reviews. One wrong move, and your customer service mistake is broadcast to the masses via Twitter,…
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Improve Customer Experience from the First Call

Customer experience/service has increasingly become an area in which companies compete, so having the right system in place is critical. Have you ever called a business, only to be greeted by a clunky IVR system? You know the kind we’re talking about. You call in with what seems like a simple enough question or request,…
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IVR vs. Voicebots – Which one do I use?

How many customers are you missing out on because you lack the resources to interact with them 24 hours a day? You might be ready to consider automating your communications to capture those contacts that usually walk away because they can’t reach you. Most organizations start looking at voice automation when call volume is overwhelming,…
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How is Covid-19 Affecting DiRAD?

How is Covid-19 affecting you? We’ve been asked that question from vendors, family, and friends. Businesses all around us are suffering as the economy has effectively shut down, due to Covid-19. DiRAD hasn’t been spared from the economic effects. However, telecommunications are essential. It’s a fundamental technology that must operate 24×7. It is critical that…
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How to Create a User-Friendly IVR System

When done right, customers can find an IVR system immensely useful. However, when set up improperly an IVR system can be extremely frustrating for customers. We have all experienced these situations. You call to book a simple appointment and are all of the sudden lost in an endless maze of questions, passwords, and detail retrieval….
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SIP Trunks And IVR

The process of procuring an IVR system is arduous enough, but then you have to trunk it. What? If you IVR is going to sit at your facility, you’ll need phone lines to feed it. There are a few ways to do this: Order “legacy” PSTN service from your telco provider. An example would be…
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