An Interactive Voice Response (IVR) System is a major aspect of any business. It is one of the key mediums where customers interact with your brand. Be it to resolve customer grievances or marketing a product, if used properly, it can overall enhance your service quality.
The
traditional calling comes with various business challenges such as:
●
No fixed number for your website
●
Using personal numbers for inbound calls
●
Frequent number change owing to dynamic employee movement.
●
Using office landlines for Tele-calling results in unavailable
records.
●
Printing personal numbers on visiting cards
●
Running multiple digital campaigns on distinct platforms
●
Lack of custom IVR to minimize the on-call duration for help
desk agents
●
No multi-channel announcement system.
Latest Statistical Data on IVR
Services
A
good IVR ensures higher customer retention rates. A report by HubSpot revealed
that 33% of customers claimed that waiting in long queues is the most
frustrating part during customer service help, while other 33% people expressed
their disappointment on having to narrate their issues to different agents
repeatedly.
Furthermore,
a study by Forrester showed that 63% of people expect personalized services
from IVR systems; they want the system to recognize their unique needs and
provide relevant solutions.
According
to research conducted by Harris Interactive, 75% of customers experience
frustration when they are unable to connect with a live agent, despite their
preference for self-service options.
How Do IVR Services Benefit Your
Business?
Almost
all the good brands use IVR services to cater to their customers. From
improving your customer services to retaining customers to boosting revenue, a
good IVR service can give your business a leg up in the field. Given below are
some of the notable benefits you can expect with this service:
Clear Options: An IVR makes sure
your customers are given clear voice prompts and are directed to the right
agent when required.
Correct Query Routing: Since the
technology incorporates automation, your customers no longer have to dial the
receptionist to manually transfer their calls to the concerned department. The
chances of redirecting to the wrong person are also higher in manual methods.
Quicker Processing: Automaton fosters
quicker responses and minimizes errors. It doesn’t need an employee to figure
out what the customer wants. Instead, the customer can follow the directions
and get their query resolved.
24/7 Availability: If not for a human
agent, the system can still provide certain services to resolve customer
queries. 24/7 availability allows a smaller queue for human agents and hence better-quality
service.
Cost Cutting: Automation
abolishes the need for extra human force. It assists in rerouting calls to the
concerned person more efficiently allowing better quality service and cost
cutting.
Brand Connection: The business
optimizing IVR can customize the system in a way that informs people about the
brand and its offerings while also resolving their queries leading to a robust
brand connection.
Relieves Employees: When the customers
are served well without human intervention it cuts short the queues resulting
in a lesser workload. Not only does IVR let your employees get a sigh of relief
when they deal with fewer customers, but it also encourages them to better the
quality of service they offer.
How Can You Boost Your
Interactive Voice Response Services?
Although
new and more convenient, IVR systems can improve a little bit more to enhance
customer services with simple tips:
Give your customers a wait time
estimate:
Knowing how much your customers have to wait in the queue will not only empower
them but also allow them to decide whether they want to stay in line or not.
Prove a call back option: Your customers will
appreciate a call back when you have a high call volume.
Hold the music on demand: IVR systems often
force customers to listen to loud music while they are on hold. You can
personalize their experience and give them the facility to hold the music if
they wish.
Provide multilingual support: You should provide
multilingual support to your customers to make them feel more comfortable.
In
conclusion, Interactive Voice Response
(IVR) systems play a pivotal role in modern business operations,
enhancing customer service, streamlining processes, and fostering brand
connections. By leveraging IVR effectively and incorporating customer-centric
enhancements, businesses can not only improve operational efficiency but also
elevate customer satisfaction and loyalty.
Source: https://globtierinfotech.com/a-brief-guide-on-interactive-voice-response-ivr-system/