Every company need a good customer support system, and the success of this depends on how well you can raise customer satisfaction to a relevant level by valuing the client’s time and delivering a practical answer. An Interactive Voice Response (IVR) is the ideal way to provide a self-help option to your clients in your business.
But, in a commercial setting, what is the value of an IVR system when an agent force can already manage customer service?
The amount of time spent and the simplicity with which the services are obtained are the factors that set them apart. Let’s take a look at why you shouldn’t resist using an IVR while creating a good customer care system for your company and therefore increasing sales.
IVR Enhances Your Ability to Handle Large Call Volumes
The number of clients who conduct business online or use an online platform to make purchasing decisions has increased dramatically. In this way, it is vital to deal with the pressure of providing real customer care. The use of an IVR-based call routing system is an efficient way to handle calls. It’s possible that most customers won’t need to speak with an agent to find a solution; instead, they can use an IVR to assist themselves.
IVR provides a platform for real-time customer engagement.
Customer engagement is required to keep customers purposefully in the orbit of your business services. IVRs can readily assist in the creation of a successful customer interaction platform for your company’s services. A well-designed menu with selectable options for clients, allowing them to use their wits and interests to make an appropriate choice, creates a sense of connection with the services.
Improved Customer Service
An IVR system has two advantages for your company.
For starters, it gives your company a professional image. Two, it decreases caller wait time and increases the likelihood of a First Call Resolution. This is due to the Automatic Call Distribution mechanism, which promptly distributes calls to the appropriate department. Callers have the option of connecting to the sales, support, or accounts division to reach the appropriate department.
Outbound IVR can be used for marketing and communication, such as informing potential customers about a new deal or product, as well as communicating with current customers. A dental practice, for example, might utilize an outbound IVR system to remind customers of impending appointments, while a call center might use IVR to make sales pitches to potential clients. Look for firms that specialize in call-center IVR and predictive dialing if marketing is driving your company’s adoption of an IVR system.
Inbound and/or outbound: The two basic types of IVR services are inbound and outbound. As we’ve established, inbound IVR systems handle incoming call volume, while outbound IVR systems make calls on either a total or partially automated dialing basis. There are many companies that offer both inbound and outbound IVR services, but IVR services that are for inbound only tend to be less expensive than those that allow for outbound calling. Before you shop around, make sure you’re clear on the type of IVR functionality you require. Like the prompts utilized by banks, you can also set up prompts that are unique to your business and help your employees offer the best service they can. For example, if you have or are looking to have Spanish-speaking clients and have a dedicated Spanish-speaking employee, callers can pre-select the language in which they would like to conduct the call.
Furthermore, because calls will be better organized, your workers will be able to refine their abilities in their areas of expertise. Instead of trying to understand various areas of your company’s services, an employee may instead focus on one particular issue using IVR technology.
Furthermore, IVR call routing avoids the human error of calls being transferred wrongly. A consumer never has to worry about unintentionally being switched to Management while pressing 1 for Sales. Your clients will never have to wait for the correct extension to be discovered because it is computer-based, which isn’t often the case with human-based customer service.
Banking and IVR Technology
IVR technology is used by a wide range of businesses in a variety of industries.
Banks are an example of a company that takes advantage of IVR technology to its greatest extent. Because banks generally provide a variety of services ranging from loans to debit and credit accounts, IVR technology allows callers to be directed to the appropriate department without having to wait in a long line to be routed.
Furthermore, clients can provide critical information to IVR-based phone systems while being routed (such as verifications of identity and bank account numbers). As a result, when a consumer gets connected with a bank employee, the bank employee already knows who they’re speaking with. Banks have also taken advantage of one of the most significant advantages of IVR technology: 24-hour service.