Thursday, June 26, 2014

Inbound IVR and Outbound IVR not leveraged well by Ticket Sellers

I keep considering releasing the full version, reborn from the ashes of a DDoS'd beta, to once again provide consumers a good option of comparing event tickets from various sellers, outlets, and marketplaces.  A 454 casull vs a 45 long colt.

If I did I would put in a lot more work into the phone systems since the mobile computing revolution is mainly grown from phone technology.  While webpages and accurate search functions are helpful, I've noticed many big and last minute sales come through phones (read big sales, from motivated customers).

I am surprised that other ticketing companies have de-emphasized phone communications in favor of apps and websites.  Look at every major ticket site, the phone numbers are buried and not featured prominently. 2.0 would feature an innovative inbound IVR system that quickly routes numbers based on the level of verification needed to complete purchases. Thus saving total time.

I'd also like to employ an outbound IVR letting ticket sellers know that is back!  As well as politely pinging them asking for ticket listings for hot events. I think the key for the outbound IVR message would be to keep the intro short and allow people to barge in with other requests.

Hosted and cloud IVR offerings have reduced barriers to enter the IVR game and scale it.

I think its important to help consumers get what they need efficiently, strong IVR scripts with thoughtful back ends can be useful and shouldn't be de-emphasized by ticketing companies.  Whereas multiple verification levels and long drawn out menu options should be avoided at all costs.

Identifying the top value repeat buyers and scalpers quickly, perhaps with IVR voice biometrics, and routing their calls to a high-level salesman I believe will increase revenues while keeping cloud call center costs down.  Utilizing IVR analytics reporting can ensure the system is working. 

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