What is an IVR solution and how it can benefit your business?
We can all relate when we dial at an organization and hear a friendly voice telling us to press different numbers to use different services and reach an agent accordingly. There are many benefits of interactive voice response solutions; however, not many CEOs and entrepreneurs understand the value that this simple solution can bring to their business.
For this reason, we will explain what an IVR solution is and some of the benefits that a business can achieve from using it.
What is an IVR?
An IVR is a technology that enables seamless telephone interaction between a caller and a computer generated voice. The IVR simply automates phone call interactions, which aim to help, guide, and navigate callers without the need of a live operator. The callers are requested to press different buttons on their phone’s dial pad to be directed to the right service and be able to communicate with the right agent.
IVR solutions are usually found at service industries such as banks and telecommunication providers; however, nowadays it is increasingly being integrated in many other industries as well, as companies have started to realize its benefits. These are as follows.
1) Improve customer service
One of the most important advantages of using an IVR solution is that it helps businesses to improve their customer service. With it, customers feel more satisfied as they are being guided on how they can solve their customer queries in the most effective manner.
More importantly, IVR solutions can be programmed to give answers to specific questions, avoiding callers the need to wait in long queues before an agent is available to attend them. This is also beneficial for businesses in busy hours as it prevents them from losing their customers and switching to rivals.
2) Increase personalization
IVR solutions are not only limited to guiding callers to talk to the right agent. In fact, they are widely customizable, such that they can greet the caller by their names based on their caller ID information. This is useful for communicating with repeat customers and clients as the business can program the IVR solution to address them by their name through their phone numbers.
The IVR solution can also be tailored to share information specific to the caller. For instance, the automated voice system can wish callers happy birthday on their birthdays, in addition to other voice options. This helps the business to develop better and friendlier customer relationships.
3) Enhance company image and reputation
Enhanced customer service and friendlier long-term customer relationships both have the effect of raising the corporate image of a business and establishing its credibility in the marketplace. The use of automated voice systems will be useful in branding business as a professional company that uses new solutions in its customer service.
A company that can secure an enviable corporate brand reputation, owing to its efficient customer service, can easily gain a major leap ahead of the competition. This will be beneficial in terms of gaining more customers, increasing sales revenue growth, and expanding the business as a whole.