IVR or interactive voice response is a service that supports and enhances customer self-service. One of the benefits of IVR is allowing customers to skip options they do not need. This leads to less frequently dropped calls due to a long menu or waiting period. The last option on an IVR menu is the option to speak to a qualified agent.
BETTER QUALITY CUSTOMER EXPERIENCE
The last few years have seen an increase in the number of smartphone users. It is therefore important for brands to offer mobile-optimized customer experience. An IVR system ensures the customer does not just hear the ringing tone when they dial your business. The set of pre-recorded questions or information helps the customer move quickly to what is relevant to them.
MORE INBOUND CALLS
All calls hit the IVR at the same time, which means the capability for handling more calls. While the customers begin the process of connecting to the appropriate department, the customer care representatives have more time to resolve calls.
AVAILABILITY
A customer can dial in anytime, day or night, and get a response. During off hours, the calls can be routed to your phone or remote agents. The IVR menu provides answers to simple questions, provides company and product information, verifies accounts, and schedules callbacks.
QUICKER PROCESSING
The customer can quickly choose what’s relevant to them from the menu instead of having the customer care representative sort through to find their issue. This method is more efficient and a time saver.
IMPROVED COSTS
An efficient IVR will lead to the ability to handle a greater number of calls, with the same number of customer care representatives or less, saving hiring costs for the organization.