Interactive Voice Response allows callers to use their touch-tone or voice phone options to interact with your database so they can obtain the information they desire. Callers can do this without having to speak to a live representative, and IVR in the cloud allows you to store data for simple or complex customer inquiries.
This application is self-service, so callers can receive the answers they need 24/7 while reducing the number of routine customer inquiries you experience daily.
Why Your Business Needs IVR
Every business works to maintain efficiency and speed when it comes to handling customer inquiries. While providing quality service is something that every company strives for, sometimes the amount of redundant calls for simple answers becomes taxing to your operation.
This issue is why Interactive Voice Response can save your business time and money. IVR allows your customers to get access to the answers they want without having to wait on the other line for a representative to come through and provide a solution.
IVR helps create a satisfied customer and a more streamlined customer service solution for your business. You can now free up resources to spend time on other essential business operations while still providing the high-quality customer service you desire.
Additionally, you can now use those customer service employees for critical issues that require immediate attention. Instead of clogging up the phone line with inquiries that can easily be solved through an automated system, you can now reserve these resources for callers who need a live person.
What Businesses Use IVR
Interactive Voice Response is used in any business that strives for high-quality customer interaction. It helps reduce the cost of customer service while increasing the efficiency and caliber of those conversations.
It works for both inbound and outbound calls in some of the following industries:
- Government/Public Sector
- Health Care
- Social Services
IVR is not limited to these industries, so if you don’t see your business on the list, you’re still capable of using Interactive Voice Response as well.
How to Use IVR
The functionality is the same across all industries. The goal of IVR is to help provide a more streamlined customer service experience that improves caller satisfaction, reduces the number of calls pushing through to live representatives, and saves the business money.
For example, the healthcare industry can use IVR to set appointments, send reminders, refill prescriptions, offer test results, and send surveys.
Retail businesses can update customers on their orders, shipping status, payment status, credit card authorizations, and even provide membership information.
In business, we should always strive to improve our process of providing customer service. IVR allows your callers to get the answers they need without taking time away from your precious business operations. Use Interactive Voice Response to free up resources, save time and money, and improve your overall customer service experience.
Ask VoxNet how we can help make this a reality for your business!