Interactive Voice Response systems (IVR’s) as it is commonly known, is a computerized program that interacts with customers without any need for the intervention of human beings to handle the process. IVR programming assists the callers with pre-recorded message templates stored in the system to help them with menial or monotonous tasks, which reduces the time wasted by the caller while waiting for a customer service representative to answer.
An IVR system –
- Should be able to handle unlimited calls.
- Have a robust monitoring system which makes processing fast.
- Should seamlessly work with back-end applications which make it more efficient.
- Should have the capacity to deploy data extremely
Advantages of IVR:
- Decreasing Call Volume
Previously a company with a limited set of employees would have to ultimately limit the volume of calls depending, on their capacity. This would result in smearing the brand value of the company since the customer service section could not answer the queries of the remaining callers. IVR services will allow continuous customer service to all your clients irrespective of any holidays or short staffing problems.
Is your live customer service care on hold due to some reason? Well, fear not as IVR will provide a 24×7 service to assist the callers anytime. Non-stop service is the IVR solution that records and transmits messages during any part of the day or night, irrespective of any conditions.
- Better Customer Service
There was some speculation about the transformation of the customer service from live to IVR in the past. This transformation has culminated smoothly into customers enjoying the undivided attention they get through these IVRs. Other than being prompt, these IVRs can be personalized while satisfying the client’s needs. Tweaks can be implemented that allows personalized remarks by tracking the caller id of the caller. Personalized messages like wishing the caller on his birthday can be implemented which ignites the emotion of trust and respect for the company. Language options can be re-configured for every client based on their previous call which enables them to complete their task faster. These is a list of some personalized tweaks which can be incorporated into your customer service through IVR messages.
So why do companies invest in technologies? One of their primary objectives is to reduce the costs incurred through the current process. Well, implementing the IVR’s software will definitely reduce your expenditure in the long run. Although you need to invest in the technology at the initial stage, you can reduce the intake of employees for running your live customer care service. Training these employees also takes up additional resources of your company and these costs are reduced too after employing the services of IVR software.
- Image of the Company
Maintaining the image of your company is essential and providing undivided attention to your customers is the best way to do so. The personalization concept of the IVR will allow you to interact with your client base seamlessly, which will ultimately help in gaining their trust. IVR’s can be a boost to SMBs. The IVR will allow enterprises to record messages and file them in databases which can be analysed to create patterns of the needs of the clients. For example, if there is a demand by the callers to incorporate a better menu in your IVR, you can update your software to meet the needs of the customers.