New Jump IVR a hit!

At 8.30am on Wednesday 17 May, the Skinny Jump IVR (Interactive Voice Response) went live. What this means is that Jump customers can now interact with a computer-operated phone system through voice or keypad input to get the help they need rather than going into a wait queue to speak to a Skinny Care agent.

Within an hour of the launch, Jump callers were quickly finding the IVR was solving their problems, allowing them to:

(a) hear the dollar balance on their Jump account

(b) hear their data balance (number of Megabytes)

(c) top up their account using a Skinny voucher

(d) renew their Skinny Jump plan

(e) hear how many plan renewals they have remaining for the month

(f) cancel a plan renewal

In the first week, the number of calls to live agents dropped by 40% and we are sure this also resulted in much happier customers, being able to avoid the wait queues. Furthermore the IVR never sleeps – awake 24/7.

To use the Jump IVR process, customers have to:

  1. call 0800 4SKINNY (0800 475 4669)
  2. select Option 3 for Jump
  3. enter their broadband number (0204….)
  4. enter their verification code

Step 4 is something new. Until now, this has only been required when setting up a new modem, so customers will need to have both the broadband number and the verification number ready to use the IVR.

Customers will still have the option to “press 9 to speak to a Care agent”. We encourage all partners to explain (or even demonstrate) the IVR option during the initial set-up process.

Author: Laurence Zwimpfer

I am committed to supporting the development of New Zealand as a digitally included nation, where everyone has equitable opportunities to benefit from the digital world.

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