With an interactive voice response system, the customer can choose from a menu of options to reach the right agent or answer. There has been a rapid rise in the use of IVR in the industry. In addition to saving companies money and improving organizational efficiency, it also increases customer satisfaction.
It is common for users to select options either by using the keypad on their phone or by using a natural language menu on the phone. In this way, customers can easily navigate to the right department or service area without being transferred.
IVR menus can be structured based on department, product, or issue type as appropriate for your organization.
6 Perks of IVR for Businesses & Customers
Both businesses and customers benefit from top-of-the-line IVR systems. It’s useful to know what advantages IVR can offer, whether you’re considering incorporating IVR into your organization or want to make sure you’re getting the most out of your current system. IVR has many benefits, so keep reading to find out what they are.
- Enhanced Efficiency of the Call Center
Through interactive voice response systems, customer calls are quickly routed to the most skilled agent, resulting in faster resolution times. As a result, the system menu structure lets the customer choose the queue that suits them best. If they need assistance with a specific issue, they can speak with the person with the highest level of expertise.
Customers who select “smart TV support” on the menu and select a second option indicating they’re having trouble connecting their smart TV to the internet, for example, are routed to the team member with experience with the internet and networks who can assist them.
With a thoughtfully structured IVR menu, customers can also resolve their own issues, reducing the need for agents to take individual calls. As a result, other agents are freed up to handle incoming requests.
Your goal as a customer service representative is to satisfy each customer as soon as possible. By resolving issues faster and transferring fewer cases, your organization will gain efficiency and increase customer satisfaction.
2. Prioritize Inbound Calls
Take advantage of high-value leads and customers. When combined with a multi-channel solution, an IVR system empowers you to prioritize important callers at the front of the queue based on their customer history. If you want to make certain options in the IVR only available to executives or VIPs, you can hide them. It is possible to move them ahead of the queue by entering a specific code.
Customer menu options on IVR systems can also be set to a specific level of service. You can set a higher level of service for technical support options if the same team answers general customer service inquiries as well. Calls that are more technical are prioritized above general inquiries.
3. Survey Customers About their Experiences with Customer Service
Would you like to know whether your customers have received satisfactory support or if there is a particular area driving your customer service calls? Add a customer service survey option to your IVR system at the end of each call. In systems with survey capabilities, the customer will be automatically asked to remain on the line after the call ends. One or two questions are the most effective questions to ask in a survey.
IVRs allow you to choose the questions you want to ask your customers and then measure their responses. Your phone system stores this data which can help you improve customer service and inform your strategy.
. Messaging Updates
You can easily update customer messaging using an interactive voice response system. Software updates or service outages can be quickly communicated with your customers if you are aware of them in advance. In that way, your agents will still be able to handle other incoming requests if customers call to ask why their service is temporarily down.
In similar circumstances, you can update your messaging to customers if there is a high call volume. It may be helpful for them to know that there will be a longer wait time than usual, or they may choose to use alternative communication methods – such as live chat or text messaging – instead.
5. Call Deflection
In order to encourage customers to use alternative methods of communication, call deflection uses updated IVR messaging.
A website chat feature or SMS messaging can help reduce call volume by suggesting channels for faster service. Multiple chats or text messages can be managed simultaneously, whereas most agents can only handle one phone call at a time.
Depending on the time of day or the volume of calls, your IVR system can play call deflection messaging automatically.
6. Callback Requests
Callback requests are available on some of the most up-to-date interactive voice response platforms, such as the Genesys IVR system. By using this type of request, customers can keep their position in the queue without remaining on hold.
You show respect for the customer’s time by providing this option, especially during high call volumes. Additionally, it increases customer satisfaction.
Having an IVR system for your business is no less than a blessing for boosting your customer satisfaction. You can get get IVR services at reasonable prices with Knowalrity. Contact us for more details.