Interactive Voice Response (IVR) refers to a telephone menu framework that allows for the identification, routing, and segmentation of people calling a business. With IVR, callers can use their dial pads to choose what service they need.
We all know the voice on the phone—the one that tells us to ‘Press 2 for sales queries.’ That’s the IVR system. The functionality of an Interactive Voice Response system can be useful for entrepreneurs, managers, and CEOs alike.
In this blog, we’ll discuss the most important benefits of incorporating an IVR into your customer service systems.
First Contact Resolution
The goal of any customer service system is to solve problems. An Interactive Voice Response System makes it easy for agents to solve problems.
With an IVR in play, callers can simply select the types of solutions they need. This means that the agent they get transferred to will be the one most likely to provide answers. It eliminates the need to transfer calls to another agent.
Increased Customer Service Efficiency
An IVR system directs calls to specific agents based on the type of request. Over time, agents become specialized in answering certain types of questions. At the end of the day, you can expect higher quality customer support and service efficiency.
Reduction in Operational Costs
Imagine how much we’d have to pay for a receptionist responsible for directing calls to agents. Now multiply that figure by 12 to account for a business year. Interactive Voice Response can save us that money.
With IVR, inbound calls can be directed to the right agent for proper service. Since agents spend less time transferring calls to other agents, it reduces overall call time. It’s no wonder Interactive Voice Response systems are affordable and offer a great return on investment.
An IVR system can be set up to give callers a sense of professionalism when interacting with your business. It can also help you craft your company’s image to that of a larger, established corporation, no matter your size.
Guaranteed Customer Satisfaction
If we can set up an IVR system to be reliable and efficient, customers will always be directed to the correct departments or agents. As a result, the odds are high that customers will get the answers they want.
Support During Busy Times
There are days where those customer support lines will be overwhelmed with calls. During periods of peak demand (e.g., emergencies), an Interactive Voice Response service can ease the pressure on agents.
Simple questions can be easily automated. Conversely, the ones that need human interaction can be placed in a queue with agents who can reach out to customers individually.
It’s easy to see that the benefits of installing an Interactive Voice Response system outweigh the cost of implementation. Reach out to learn more about how VoxNet can help your organization deploy an IVR service.