IVR or Interactive Voice Response is an automated telephony system that lets customers to self-navigate through customer service with automated responses. It enables customers to interact with business either through the use of a touch-tone keypad (DTMF – dual tone mufti-frequency) or through spoken language using AI-driven Voice Recognition software.

 

In almost every industry including finance, retail, and health-care, etc. organizations are using IVR in inbound sales, outbound sales, marketing, loyalty programs, accounting, operations, and more. It has been made to increase customer satisfaction and the efficiency of the service. The companies are taking advantage of it.

 

Benefits of IVR

IVR personalize customer interactions

Using a machine to serve the customers, it does not mean that you have to lose out on the “personal” touch. Set-up a personalized greeting or a prompt to seamlessly transfer the call to a live agent when the customer requires detailed information.

Automation of operations

Free your agents from dealing with mundane activities. Automate customer service by allowing the customers to self-serve and obtain the right information to solve their issues. 

IVR increases inbound call capacity

Interactive Voice Response (IVR) solutions enable the business to handle higher call volumes. The inbound calls are efficiently routed to the agent or department which is best equipped to handle that given issue. 

Cost-effective

With an IVR system, the businesses can eliminate an intermediary customer support agent who was tasked with the job to route the calls to the right person, reducing human error. Moreover, deploying an IVR solution is easy to scale-up without any significant increase in the cost. 

Enhanced first call resolution (FCR)

An IVR solution with its intelligent routing features ensures that the customers connect with the most capable agent in the first attempt. By reducing the time taken to confer with various agents or passing the call around, the customer query can be resolved faster with the minimum waiting time.

Professionalize your calls

Professionally greet the customers. Make the greeting personalized yet professional to improve customer engagement along with directing the customers to the right agent/department. Do not lose out on any customers even during non-business hours. Set-up a pre-recorded message to be played during the holiday season. Thus, informing the customers about the unavailability of the support team. 

Increase C-SAT

If the customer can get a satisfactory answer to their query in the first attempt itself, this will not just leave a good first impression but will also help in building a relationship with the customer. The longer the customer has to wait or is passed around to multiple agents, the more aggravated the situation becomes. Since, with an IVR, the customers can solve their queries on their own, it makes them feel more independent and empowered and thus, makes them more satisfied

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