Customer support is crucial to every business as customers have questions that need to be resolved as quickly as possible. The most common (and quickest) way to get in touch with a business is through a phone call, and even small businesses can have difficulty handling a high volume of calls.
That's when an interactive voice response (IVR) kicks in. It is a system that interacts with incoming calls from customers, or it can also be used internally by company employees. An IVR system offers customers limited menu options and if the category is not listed, callers can choose to be transferred to an agent. By selecting multiple options, the IVR transfers calls to the chosen departments, saving a lot of time and improving the customer experience.
Interactive voice response or IVR systems are designed to answer queries, reduce waiting time and improve employee performance because they know what problems or questions they will resolve over the phone.
To interact with the IVR system, the caller can dial numbers from the options provided. A well-planned interactive voice response system is a useful addition that can significantly affect business performance and reduce costs.
While IVR systems are automated and the basic software provides limited options to callers, they have many benefits. Some of the most essential advantages of having IVR software are:
Reduced number of calls
IVR software is a technology that allows customers to save time and resolve their issues faster than before. The less time they spend on the call, the more people your company can handle. Before a customer called a regular information line and reached a general receiving line, the IVR now replaces it, introducing call routing. The customer's call is answered instantly and directed to the requested department. Even if there is no suitable option for the customer to choose from in the IVR menu, the caller can choose to speak with agents.
Better employee performance
One of the most important advantages of IVR systems is that IVR technology allows employees to breathe freely and focus on more serious tasks, leaving the technology to handle lesser problems.
Best Customer Experience
Whether your business is a call center, an insurance company or a retail store, you need to constantly improve customer satisfaction. Your customers expect you to answer all their questions, even outside business hours. Therefore, to avoid negative feedback, you can add the most important guidelines for your callers to the IVR menu.
IVR helps a Call Center and other companies to resolve incoming call issues quickly and efficiently, which in turn increases credibility and brand image in the eyes of consumers.
There is nothing more important in business than a positive brand image. This can be difficult to maintain when you have a lot of customers to help. Interactive Voice Response (IVR) systems help businesses struggling with a high volume of incoming calls. The IVR system is one of the most effective and profitable solutions a company can invest in.
There are many features that can be implemented in the IVR that can improve the customer experience and enhance the company's performance. The common use of the IVR is to route callers to agents who can help with the specified problem using the dial pad. However, IVR systems have more potential than this:
IVR systems can support callers in multiple languages. This feature is essential if you are located in a cosmopolitan city where English is not the primary language. Or, if it helps many customers from different countries in different languages - the IVR technology can separate the lines for each language so calls are not mixed up. By communicating in their mother tongue, clients feel more relaxed and there is no room for misunderstandings or misinterpretations.
Offer a callback
During a high volume of incoming calls, IVR technology has a useful feature that offers callers a callback at a later time to avoid long waiting periods and to prevent a worsening of the customer service experience. The company's agents will have less stress and will be able to fully assist customers later. The IVR software sends the caller's phone number and possibly the preferred date and time for a callback to agents to call at a less busy time.
Another great use of IVR systems is that they can analyze customer satisfaction by asking for their opinion or feedback after receiving the service. IVR software can also send surveys and then transfer data back to contact centers.
Due to the high volume of incoming calls, Interactive Voice Response (IVR) can collect query data for in-depth system research and development. In addition, IVRs can process data that holds valuable information for business strategies.
Before listing the menu, you can also send messages to your IVR system to inform your customers about the latest promotions, updates, changes or other important news.
Some IVR systems can be upgraded to drive the identification process, and once the identity of the caller is confirmed, the automated system can instantly provide information previously recorded in the system.
IVR systems can easily handle simple transactions without the help of an agent. This feature allows agents to focus on more serious tasks, allowing the system to quickly resolve uncomplicated cases. Even though the IVR menu is pre-recorded, the technology has speech recognition features, in addition to using natural language to interact with customers and offer the best solutions.
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