IVR numbers (Interactive Voice Response) are helping businesses create and maintain excellent CX. Businesses cannot afford to miss customer calls – availability is one of the most important parameters of delivering a good customer experience. Regardless of the department – sales, marketing, service, or support, being available to cater to customers is vital to maintaining relationships and building new ones.
The issue, however, is that businesses have limited resources which in turn have limited time. Even a 24×7 center is limited by the number of agents who are available to take calls.
IVR numbers solve this issue of availability by bringing automation into daily operations.
An IVR system uses a pre-recorded voice to interact with the caller through both voice and DTMF tones via a keypad. This may seem like standard technology, by the IVR systems available today are more capable than legacy systems and are being used for more than just call routing. We cover these features and uses of IVR in this article and give you insights into how it can transform every business workflow.
Core Features of an IVR System
A capable IVR service provider should offer the following features:
The IVR system should be able to identify agent lines that are open and route calls to agents who are free. This greatly minimizes customer wait time.
The IVR should be intelligent enough to allow menus and sub-menus, which allow businesses to create a robust call workflow that customers can follow and get the exact answers they need or reach the right team for their queries in minimum time.
In order to be truly available, the implemented IVR system should be able to accept concurrent calls and service multiple customers simultaneously.
Analyzing what your customers are saying (or the choices they are selecting) will help agents better serve them and also help businesses better serve customers. IVRs help you achieve this through built-in call recording.
Lastly, the IVR system you implement should be able to engage customers in multiple languages.
We provide a list of IVR service providers who deliver these features and more at the end of the article.
How IVR Can Transform Your Business Workflow
1. Scale Customer Interaction Through Automation
An IVR system enables a business to be available on call 24×7 truly. The system can accept concurrent calls allowing all customers to connect irrespective of time or load. This level of availability can be invaluable to the sales, service, and support teams. Customers are generally willing to wait for an agent once a call is connected, but not being able to connect at all is frustrating. An IVR gives you 100% interaction capability.
2. Decrease Spam Calls
Customers have to go through a few levels of the IVR menu before they reach an agent. This process filters out spam callers, ensuring that your teams are only engaging with genuine customers. This ensures that your agent’s time is not being wasted on spam calls.
A smartly designed IVR workflow can collect valuable customer data that the agent can use to serve them better. Having the customer answer what they are looking for (for sales or service) or their issue (for support) through the IVR system will help the agent be ready with preliminary answers, so the customer is served better and faster.
4.Get Valuable Feedback
IVRs can be used to collect feedback at the end of every customer call. This information will greatly help you improve processes and train employees to better serve customers.
5.Engage Customers & Give Them Alternatives
If all agents are busy and the wait time is high, the IVR system can be programmed to give customers alternate means of contact – like SMS or email. This ensures that the customer is able to get their message across to the business in one way or another, further improving CX.
Choosing an IVR Service Provider
You must look for features beyond call routing from the solution you choose. Modern solutions support multi-level menus, personalized greeting, call recording, multi-lingual conversations, automated information checking, simple (often drag and drop) workflow creation on the backend, and more.
With multiple features, you can build support systems that don’t just route customers to free agents but also act as customer feedback systems, cash-on-delivery verification systems, customer information systems, and more.
Knowlarity is an IVR service provider that covers all features listed in this article and gives you the power to build an automated customer communication solution based on your needs. You can try the solution for free and see how well it integrates into your business workflow.