Delight your customers with contextual self-service and improve customer experience
Interactive Voice Response (IVR is a telephony menu system that permits the dial pad for identification, segmentation and routing of callers to the foremost appropriate agent within your team. It is an easy and effective and can significantly reduce costs and increase efficiency within any company.
There are many uses for IVR systems. The most common use is to automate inbound and outbound calls and to route calls.
The IVR system within the latter case eliminates the necessity for a telephone operator to answer incoming calls. This instance often presents a caller with a menu of options and may plan to answer commonly asked questions.
A good example of this is often when a customer calls a movie place to inquire about the movie time. The IVRS uses an updated database to present the caller with an inventory of the newest available movie times, helping to eliminate call wait times and resulting in greater customer satisfaction.
Here are a couple of other samples of ways an IVR system are often utilized in this manner:
IVR systems also can be utilized in more complicated ways to simplify processes in other departments.
Sales. IVR systems enable customers to fill out sales order forms with a phone keypad. The computer then sends the completed form to a salesperson.
Marketing. Marketers can use IVR systems to send out surveys to gauge interest in a product or service.
Medical records. Doctors can use an IVR system to transcribe notes and patient records and have a copy of the transcribed records sent to the office.
IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the foremost appropriate department. The agent who receives the decision are going to be more qualified to answer the decision question and can be less likely to transfer the call to a different agent.
Agents who add a corporation that uses an IVR are better at solving specific problems and meeting specific needs of the purchasers that they're assigned. The result's a rise in customer service efficiency.
Agents who add a corporation with an IVR are more skilled at addressing specific issues, are less likely to consult colleagues or a manager and also are less likely to transfer the call to another agent. This leads to a big increase in agent and company efficiency.
IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency and can reduce operational costs, therefore the ROI is large.
You can use an IVR system to greet your customers in a very professional manner in a way that appears you have more departments and employees than you really have.
When your IVR is straightforward to use and reliable, customers will never be routed to the incorrect department, or to an agent who cannot solve their problems.