How Interactive Voice Response (IVR) Systems can Improve your Customer Service
By Sanjay Maurya
Every company needs a good customer support system, and the success of this depends on how effectively you can raise customer satisfaction to a relevant level by valuing the client’s time and delivering a practical answer. An Interactive Voice Response (IVR) is the ideal way to give a self-help option to your clients in your business.
You may be familiar with IVR from when you try to call a firm and are greeted by a voice instructing you to dial different numbers based on your errand. The role of IVR in this situation is to route the call to the appropriate party without wasting time exploring call volumes. IVR can gather caller information, screen out nuisance calls, and offer you a company presence 24 hours a day, seven days a week. This simply implies that you can capture and route data while sleeping.
How does an IVR System work?
IVR (Interactive Voice Response) is a feature of an automated business phone system that interacts with customers and collects information by presenting them a menu of options. It then takes actions based on the caller’s responses through the telephone keypad or voice response.
How a call moves via the IVR System
You may use IVRs to prioritize calls based on the value of the caller. When a high-value customer calls, the IVR connects them with the agent best suited to their needs. If all of your agents are unavailable, they will be moved to the head of the queue. Poor customer service or a long response time will never cause your team to lose a high-value customer.
Natural language processing (NLP) is used in more complex IVR platforms to give a conversational self-service experience.
TTS (Text-To-Speech) technology may be used in certain IVR to transmit more complicated information such as news, emails, and so on. Finally, artificial intelligence (AI) is quietly finding its way into customer service, with clients eventually being able to speak freely without the need for a menu.
As IVR technology advances, improved systems enable customers to have more natural, quicker, and pleasurable IVR encounters. Natural Language Processing software (or NLP), which is a type of conversational AI, is one of the most customer-friendly breakthroughs. Rather than restricting the caller’s word choice by detecting just certain orders, the computer can interpret and analyze whole phrases thanks to its advanced speech recognition technology. Open-ended queries like “what can we do for you?” can be answered by an IVR with built-in NLP. Callers love this conversational approach to customer service because it provides them more freedom, as you might expect.
According to the study:
- 69 percent of respondents stated they preferred to address problems without the assistance of others.
- Before calling a company’s customer helpline, 63 percent would look for answers on the company’s digital platforms.
- Companies should emphasize digital transformation activities to stay relevant as the trend toward accessing digital sources first rather than traditional contact centres continues.
Reasons Why your business needs an IVR
Look more professional
IVR allows businesses to be available 24 hours a day, seven days a week, enhancing full customer service. The consumer is always given options and the possibility to speak with an expert about their problem or query.
Personal Experience
While some may fear that using an automated method will make it appear less personal, the opposite is true. You can always customize your voice response to make it appear as though consumers are being greeted by a live person who can assist them in connecting with an expert.
Filtering
You may save a lot of time by routing calls to the appropriate individual. Rather than answering every phone, they may be sent to the appropriate person automatically.
Connect with the right person
A consumer could want to chat with a certain agent or reach out to a specific department. IVRs are quite useful in this area because the caller may simply land at their preferred location with only a few keystrokes. Once the consumer is efficiently routed to his preferred location, the sense of good customer service becomes more apparent. Proper IVR design measures are required to ensure correct and smooth routing.
Saves money
According to a recent study, an IVR may cost less than $1 per contact and make consumers happier when compared to live chat at $5 per contact or telephone-based customer care at $6 to over $12 for each contact.
An IVR system may be used to greet clients professionally and to give the impression that you have more departments and staff than you have. Customers will never be routed to the incorrect department or to an employee who is unable to answer their concerns if your IVR is simple to use and dependable.
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