Ice Cream and IVR (blog.inphonite.com)

(I created this blog post for Inphonite, LLC on January 6, 2010.)

My favorite ice cream comes from Tichy Eissalon in Vienna, Austria. Their hazelnut ice cream is arguably the best on the planet. Tichy’s offers a wide variety of other yummy flavors, even fiocco (whatever *that* is). I was a regular customer of Tichy’s in the late 70’s and go back whenever I can.

Important ingredients in Tichy’s recipe for success also apply to creating a winning Interactive Voice Response (IVR) solution:

1.    Important Connections

Tichy’s is located next to the Reumannplatz metro station on Vienna’s U1 line. It is also very close to Favoritenstrasse, a popular pedestrian shopping zone. These connections provide Tichy’s its customers.

An on-premise IVR solution should provide multiple connectivity options including analog, digital and VoIP.  Of course a SaaS IVR solution simply requires a browser and Internet access.

2.    Eat In/Take Out

Tichy’s ice cream parlor has both indoor and outdoor eating areas, as well as a takeout counter. This is where they serve their ice cream specialties, including the Eismarillenknoedel (apricot ice cream dumpling). Usually, I fight my way (it’s more of a crowd than a queue) to the takeout counter to order their fantastic ice cream.  Tichy’s appeals to customers with different wants and budgets.

An IVR system should meet the varied needs of customers, whether the customer is a single doctor practice that appreciates the minimal upfront investment of a SaaS, or a hospital using an on-premise IVR solution to cost-effectively send 100’s or even 1000’s of appointment reminders and other notifications each day.

3.    Free Product

Tichy’s is open about six months of the year, from April to early October.  On the day Tichy’s closes for the season, people wait in long lines to receive free ice cream.  Everyone is served until supplies run out.  Talk about customer appreciation!

Don’t just give people a little taste of your IVR solution, provide them with a generous free sample. (Better yet, don’t make them wait in line to get it!)

For decades,Tichy Eissalon has fulfilled their customers’ needs. They prove yet again that satisfied customers lead to a great brand and, ultimately, a successful company.