Interactive Voice Response, a technology that allows communicating with clients in the form of voice commands is gaining immense popularity. This automated technology is effective in interacting with clients. Organizations associated with banks, KPO and BPO industries find a religious use of the IVR interactive voice response system. Its use in the offices as well as in-house setups helps to save money and resources considerably.
To use the IVR technology in your contact center, you need a dedicated IVR software developer that will set up the systems and help you record greetings and replies suited to your company’s purpose. When your clients or the end users will hear answers according to their questions, they will realize that you are able to address their concern with satisfaction.
When is Interactive Voice Response Helpful?
The IVR interactive voice response system is mainly useful when clients ask for FAQ’s like
- When they check their bank balances
- For ordering a product, or
- To check store hours or location
Since the IVR system can do work faster and more efficiently than talking to individuals, it is much in demand among the assorted industries at present.
The system responds in a human recorded voice right from the moment the customers ask about something. The system replies in just ‘yes’ or ‘no’ along with other information that the clients may need. Moreover, it asks questions in relation to the queries from the customers. The latter replies by pressing a number button on the phone.
IVR interactive voice response saves nearly 95% of your expenditure. If you have a hosted IVR service, this usually lessens the amount needed to pay for the IVR system. To be more precise, for IVR hosting services, you just need to pay for professional services and not for the entire IVR system.
All thanks to this refined voice recognition technology. The system can easily comprehend and process full sentences instead of limiting the customer’s word choice by identifying only particular commands. The callers also appreciate the conversational approach to this service, as it allows them the required freedom.
Benefits of IVR interactive voice response for Businesses
One of the foremost benefits of using IVR is the automatic filtering process. The caller benefits from speaking with the voice recorded command, already prepared for the customer’s query. It is at times annoying for customers to be on hold for multiple times, so IVR is the ultimate win-win situation for businesses.
Now let us find out how the IVR interactive voice response system is a complete game-changer for businesses.
1. Enhances Credibility
In order to enhance customer experience, it is advisable to execute business phone service with the help of an auto attendant. This way, the trust and credibility of the brand increases in a short span of time. Next, take the auto attendant with the IVR functionality. No wonder, IVR is a wonderful way to augment the brand image as they present a welcoming and consistent greeting to every customer even before they reach the representative.
2. Know More and Save More
Knowing about the needs of the customers will help to succeed in your business. The main advantage of the customers interacting with the system even before speaking with the agent is that the system collects, processes and saves high level information.
This data is not just valuable for business strategies, but it also improves the IVR set-up. Overall, the IVR system lowers the costs by reducing the requirement to hire more agents. This in turn saves a lot of money.
3. Self-Customer Service
Talking about consistency, IVR permits you to serve your callers even if the agents are not available. When the agents are busy handling other calls, the callers can easily access basic information. No doubt, a well-crafted menu can give answers to common caller inquiries. It is an important feature of IVR, since it resolves more insignificant calls independently, thereby allowing the agents more time to resolve complex requests.
Purpose of IVR interactive voice response
IVR is the real front liner in today’s time. Besides its many advantages, here are some of the purposes that it executes with excellence:
1. To save time
Your automated telephony system can have basic interactions with your callers without requiring you to go through a human operator. This saves the time of your customer and your agent.
2. To ensure easy accessibility to departments
An IVR interactive voice response system will also make it easier for the caller to trace back to the concerned department. It will lead them through some options and menus, finally dropping their matter into hands of expertise. That way, when they finally speak to a human voice, they will find it well equipped to handle their problems. [Text Wrapping Break]
3. To provide comfort at its best
The system plays back the AI generated and pre-recorded responses after user input. These interactions intend to ensure comfort for both the caller and receiver. Clients get the option to either communicate by using keypad selection or voice telephone input.
4. To reduced manpower
All the features of IVR interactive voice response are self-reliant and don’t need a live operator to watch over them. While this saves time, it also reduces the workforce required on the booth to forward clients to their requested departments.
Hence, when a company deals with many calls, it can hamper and disrupt the working decorum. That is exactly why IVR is a necessity. Call centers can operate more smoothly with IVR, as customer support agents don’t have to sit for the calls all day and instead work on the betterment of services.
Takeaway
IVR interactive voice response offers several benefits to banks, KPOs, BPOs and related industries. Some of them include analog level support, automated call distribution, call data transfer, voice customization, and much more. This is an easy way to save customer’s time as well as frustration associated when kept on hold for a long time. Thus, IVRs saves thousands of businesses and provides improved customer experience as well!