Automation is not anymore a differentiating factor but has become a necessity in making customer service a hit. one among the foremost common tools to realize that’s through an Interactive Voice Response or IVR System. An IVR is an inbound solution to enable the clients to succeed in bent the organization for support, amongst other services. the clients can use the dial pad or get help through speech recognition.
A sophisticated IVR reduces costs and gains productivity by automating customer interactions using prompts. These are often pre-recorded or are often programmed in such how to transfer the decision to measure agents. Having an efficient IVR solution has multi-fold advantages for the companies, we’ll attempt to specialize in the highest seven of them.
#1 Personalized Customer Interactions
Just because you’re employing a machine to serve the client, it doesn’t mean that you simply need to lose out on the “personal” touch. Set-up a customized greeting or a prompt to seamlessly transfer the decision to a live agent when the customer requires detailed information.
#2 Automation of Operations
Free your agents from handling activities. Automate customer service by allowing the clients/user to self-serve and acquire the proper information to unravel their issues. This permits the decision center agents to prioritize the clients and serve them in a more efficient manner.
#3 Increase Inbound Call Capacity
Interactive Voice Response (IVR) solutions enable the business to handle higher call volumes. The inbound calls are efficiently routed to the agent or department which is best equipped to handle the said issue. The customer has got to sometimes wait within the queue, the waiting time is relatively shorter than within the cases where the IVRs aren’t getting used.
With an IVR system, the companies can eliminate an intermediary customer support agent or receptionist who was tasked with the work to route the calls to the proper person – reducing human error. Moreover, deploying an IVR solution is straightforward to scale-up with none significant increase within the cost. Thus, IVRs are an economical way of improving operational efficiency and agent productivity alongside achieving high ROI.
#5 First Call Resolution
An IVR solution with its intelligent routing features ensures that the clients connect with the foremost capable agent within the first attempt. By reducing the time taken to ask various agents or passing the decision around, the customer query is often resolved faster with minimum waiting time and thus, cause higher customer satisfaction.
#6 Professionalize Your Calls
Greet the clients/users in a professional way. Make the greeting personalized yet professional to enhance customer engagement alongside directing the clients to the proper agent/department. Don’t lose out on any customers even during non-business hours. Set-up a pre-recorded message to be played during the vacation season. Thus, informing the clients about the unavailability of the support team. Doing this may help the clients to understand when to contact you instead of keep trying to succeed in out and not getting through. Which could hamper the reputation of the organization.
#7 Increase Customer Satisfaction
If the customer/user is in a position to urge a satisfactory answer to their query within the first attempt itself, this may not just leave an honest first impression but also will help in building a relationship with the customer. The longer the customer has got to wait or is passed around to multiple agents, the more aggravated things become. Since, with an IVR, the clients are ready to solve their queries on their own, it makes them feel more independent and empowered and thus, makes them more satisfied.
Get the best IVR service for your business from C2sms Solutions. They are the most trusted and popular IVR service Provider in Nagpur.