Here’s why IVR system is essential to your business

02 January , 2019 by Rashida Saeed
IVR recording services

Every business needs an excellent customer support system, and this relies upon how well you bring the customer satisfaction to an important point by giving value to the customer’s time and providing them with a useful solution. Customers overwhelmingly use the phone to resolve their customer service problems and to escalate from Web or chat when those digital channels fail to meet their needs.

In this scenario, an Interactive Voice Response (IVR) is the best foot forward in your business to provide a self-help tool to your customers. IVR system is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.

Boosting consumer loyalty is the top goal for any business offering customer service. Numerous organizations utilize Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via pre-recorded voice prompts and dual tone multi-frequency (DTMF) tones of the phone keypad (i.e.Press 1 for sales query, press 2 for Billing, press 3 to connect to customer care executive )

Below mentioned are the most common uses of IVR:

  • Automation of service selection
  • Caller identification
  • Self-service
  • Caller preparation

However, organizations tend to raise a question that what is the significance of an IVR recording system in business, when an agent force can already handle customer support?
The factor that differentiates IVR is the invested time and ease while availing helpdesk to your customers. Let’s move on to the next section, why you should consider an IVR system when it comes to designing an excellent customer support system for your business.

Here’s why IVR system is essential to your business.

  • Improved Customer Service
  • Smart Call Routing
  • Engaging Customers in Real-time
  • High Level of Customer Satisfaction
  • Improved Customer Service

    IVR services provide a automate interface for attending customers, that leads to customer satisfaction as they’re better attended. As automation can generate quick responses that are informative, as well as time efficient.
    Usually, customers get in touch with the query such as billing, account information, payment details, delivery details, etc. can be attended by pre-recorded messages easily. Overall with the IVR system, you can advance your customer support channel.
  • Smart Call Routing

    A customer may want to speak with a particular agent or may wish to connect with a specific department. IVRs helps help very meaningfully in this regard because it routes call to the right department & Agent. With just a few presses of buttons, the caller gets connected with their desired departments quickly. Thereby, availing efficient & on time customer support.
  • Engaging Customers in Real-time

    Customer engagement is necessary for every business. IVR gives a platform to engage with customers in Real-time. It can help in making a well-designed system with multiple options for the customers, where they can opt for a suitable choice as per their requirements or involvement with your services. This will be an add-on to customer convenience.
  • High Level of Customer Satisfaction

    IVR gives customers a high level of customer satisfaction. These systems are self-help tools that help the customers find a solution on their own without speaking with a live agent. IVR system prompts the customers to get involved in the company’s methodology of doing business before availing the services. Customer satisfaction is directly proportional to time invested and the solution provided (by the company); an IVR is capable of affecting both the parameters to a great extent which leads to positive outcomes.

So here you’ve got it how IVR can benefit your small business and why you should get it installed today.
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Here’s why IVR system is essential to your business

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