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:
- call 0800 4SKINNY (0800 475 4669)
- select Option 3 for Jump
- enter their broadband number (0204….)
- 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.
Digital Inclusion Alliance Aotearoa 