Interactive Voice Response (IVR) is an automated, self-service menu that helps callers whenever they contact your company’s helpline number. Once they choose from the options presented to them, they are automatically connected with a representative who specialises in solving that specific issue.
For example, when you call any business number you hear a pre-recorded message saying, Welcome to XYZ (Company name) followed by the introduction then you’re asked to” press 1 for sales”, “press 2 for support”, “press 4 for payment related issue”, and “press 9 to speak with a customer care executive”. Once you select from the given options, you are connected to the concerned department or representative specializing in solving that area and if the concerned department or representative is busy then the call is transferred to the next available agent.
A well-structured IVR software system helps in enhancing customer experience and streamlining operations. Customers don’t like to wait, especially during the times of high call volume. With an effective interactive voice response IVR System businesses can reduce their wait times and provide faster service. In some instances where a customer wants to speak with a human agent, ivr technology can quickly route calls to the available agents, ensuring that the inquiry is being addressed on priority.
While designing an IVR strategy, businesses should keep in mind the following things in order to provide a better customer experience –
• Use customer research data to identify questions the customers may want answers to.
• Avoid creating a complex menu, ensure that with 2-3 clicks, clients get re-directed to the desired section
• Make sure there is always an option to speak with the human
• Incorporate the system’s capability to direct the call to the agent most appropriate to answer the query
• Empower customers by integrating self-service options.
• Incorporate business activities like billing into IVR menus so that customers can carry out activities through the menu
Why IVR is significant in today’s modern customer service?
IVR technology plays a significant role in businesses today. It simplifies interactions with customers, enhances the experience of users, and provides 24x7 assistance. The interesting part of IVR is that it provides a platform for personalised user experience to make them feel valued, based on their history and past preferences. Whether customers press buttons on their phone or provide voice commands, IVR makes sure that they receive quick and accurate results without any human intervention. This practice not only makes service quicker but also shows customers that they’re valued.
Features to look for while choosing an IVR Solution
Input Recognition: IVR system identifies the caller’s choices by using DTMF tone key-pad and by voice command facility where the caller can express their requirements
Call routing and Queuing: The IVR system routes call to the appropriate agents, departments, call queues, or automated messages basis on the option selected by the caller
Holiday Scheduling: During holidays, or after office hours, you can set the IVR system that can play pre-recorded messages, directing customers to voicemail for concerned departments, or representatives.
Ease of Use: IVR systems should be user-friendly, allowing even non-IT staff to make changes quickly and easily.
Analytics and reporting: Before implementing IVR Service, you need to make sure that it can be Integrated with your existing CRM or other business software for a seamless operation, enabling agents to get access to caller details thereby offering more personalised service.
Omnichannel Support: Apart from phone calls, you need to look for IVR systems that provide self-service options as in, it can be integrated with web-chat, SMS, or mobile apps for a unified customer experience
Callback Functionality: In order to enhance your customer satisfaction, you need to provide your callers the functionality of request a callback instead of waiting on hold for long hours
How IVR Systems can provide better customer experiences?
Create a Better Company Image
Whether you’re a SMB, SME, or large enterprises, creating and maintaining brand value is very important. IVR technology will help you by acting as a virtual receptionist which can greet your exiting/ new customers, provide the first-hand information without putting them on hold, and directing them to desired department or connecting them with live agent in case the problem is not getting solved. This creates a professional image and ensures consistency in customer service while managing call volumes efficiently.
Personalised interactions
IVR systems have the power to understand customer intent, respond appropriately, and offer personalised solutions. They help in building good relationships with customer by offering them high level of personalisation. For instance, IVR services can be integrated with cloud phone systems and CRMs to offer personalised greetings, allowing businesses to address callers by their names and relevant information. Also, IVR services helps businesses operating in different countries by offering them multiple language option to cater to diverse customer needs
Round-the-clock customer support
Offering round-the-clock customer support is important aspect of every business that can be reached at anytime, anywhere, without the need of human agents. With advanced IVR services, businesses can pre-record messages of the common questions like standard business operating hours or holiday schedule, checking balance amount or scheduling a call back from agent. These features offer customers the convenience and flexibility to reach businesses any time.
Increased Productivity
Call routing allows agents to focus on the priority calls while increasing the overall efficiency and first call resolution rates. With advanced IVR solution, businesses are able to attend a high call volume without putting customers on hold for long periods or overburdening agents as calls are being directed to specific departments or particular agents based on their KPIs, ensuring the customers get what they need.
Customer dissatisfaction arises in the kind of situation where customers are put on hold or being diverted between departments. IVR services plays a crucial part in preventing this by improving agent productivity and overall business efficiency
Empathetic human conversations
It’s a known fact that human interactions are much more empathetic as compared to system interactions. This human touch helps in improving customer engagement more on a personal level where customers can speak there heart out, what issues there are facing on consistent basis related to finance, customer support, return/ exchange items, etc. All this can be done with IVR functionality present in cloud telephony systems.
IVR-powered customer surveys
Instead of engaging your contact center agents in collecting the survey and there managing responses, it’s better to utilise the OBD functionality which allows huge number of calls and responses to be collected in a shorter amount of time. When IVRs is integrated in a system, these surveys can provide businesses real-time feedback on calls thereby improving customer experience.
Wrapping up
In today’s scenario, businesses can’t afford a bad customer experience as customer’s won’t hesitate to turn to competitors. Often, it’s not the product quality or performance at fault, but the inability of service provider and their poor customer handling skills to effectively manage customer interaction. To address this challenge, CloudConnect offers the best IVR systems that is created with a perfect blend of self-service and human interaction across every touchpoint of the customer journey. Our IVR system features intelligent virtual agent functionality, providing fast and reliable self-service options while seamlessly transitioning to human assistance when needed.
