Customer service is the backbone that keeps the potential and existing customers. An enterprise can receive hundreds of client calls and messages in their contact center on a daily basis. If incorrectly handled, it may lead to many unsatisfied customers. How can IVR technology be used to improve the business’ call/contact center that creates happy customers? 

So, what is IVR?

Keep reading to learn more!!

What Is  IVR or Interactive Voice Response?

IVR is a phone system that allows callers to access information via an automated pre-recorded voice response. This technology also allows customers to access different menu options via touch tone keypad selection. In other words, customers can perform simple tasks through their phones themselves without assistance. If the issue is a little more complex and the need to speak to an agent, they can use the IVR to have their call routed to their needed department or specialist.  

Why Should A Business Use An IVR System?

Normally, customers seek help from customer service representatives in person or by calling the hotline for support. Thanks to the IVR system, customers can rely less on these in-person encounters and more on self-service. 

These technologies bring a plethora of benefits to customers. Some key takeaways from a Zendesk study include: 

  • 63 percent of respondents said they would rather look for solutions inside the digital channels first, before deciding to call a customer service hotline.
  • 69 percent of respondents stated that they preferred to handle problems by themselves without assistance from others.

The customer experience is crucial when your business deals with a lot of incoming calls because it affects the  flow and promptness of your service. The IVR  technology allows customers the ability to handle simple transactions such as bills payment, tracking shipping, or making reservations without the need to speak to an agent. This method gives them faster service that is available 24/7/365. IVRs also assist agents in prioritizing consumer needs. The system will prioritize calls based on the urgency of customer issues which will help them  resolve it easily. This process can enhance the customer experience and shorten the resolution times. 

How does the IVR System Work?

IVR system is an example of computer telephony integration (CTI) - linking the business’ call center's telephone systems to their applications. . A specialized IVR software is needed to incorporate the technology into the contact center, which will enable the business to pre-record messages. These recordings can be tailored to the customer’s needs.  With this, clients will hear different messages for various situations such as logging into accounts or making purchases.

For the end-users, ​these interactive technologies let them easily self-navigate the contact center to find their needed solution. When a customer calls the business, the IVR system will play a  pre-recorded greeting requesting that they select an item from a predetermined menu. The sample call center diagram below shows how customer interactions flow within the IVR system. 

Example of an IVR process in a call center 

This process shows:

  • Greetings: A prerecorded message plays to greet the caller. For example: “Hello and thank you for calling Stringee! To continue in English, press 1; for Spanish, press 2. 
  • Selection: Customers will press specific keys according to the instructions. At this point, the client is in the IVR tree. 
  • Tasks: Based on the client’s selections, they will be able to finish tasks and find solutions without the assistance of an agent.
  • Routing: If the task is too complex or the need to directly contact an agent is needed, the IVR will be able to forward the customer to the appropriate sales representative based on their key press selections.

Customers may now direct their calls to the appropriate department, which makes it easier for  the sales team to handle customer issues. Overall, it leads to fewer incoming calls handled by agents, cheaper operating expenses, and a higher team member productivity.

6 Benefits of IVR for Businesses

6 benefits of IVR for businesses

#1 Boost Productivity

Automatically routing callers to the appropriate departments to fulfill their needs helps agents  save time looking up solutions or transfering calls.  This helps avoid customers  waiting on hold for a long period of time or being passed from department to department which leads to the client’s dissatisfaction.

Additionally, call routing helps contact center agents prioritize the most important calls, boosting productivity and first-call resolution rates. Businesses can handle a high volume of calls with an IVR system without dealing with stressed-out agents or long wait times.

#2 Increase Profits

IVR uses a virtual operator and receptionist, this lowers personnel expenses and frees up your service team's time. It encourages more efficient resource management while still meeting your customer’s demands.

The business can also consistently answer client needs and deliver customer satisfaction because the IVR system will function even with heavy call volumes. It will increase retention rates and therefore increase profits.

#3 Enhance Customer Experience

Businesses can not survive without customers; hence, an excellent customer experience is essential. According to a Zendesk  report, 48% of customers preferred to use their cellphones to resolve issues themselves. 

Customers interacting with IVR systems believe they are getting better service. The IVR system ensures that any frequently asked  question a consumer might have can be promptly answered. A quality IVR flow can guide customers through a logical menu to the department that will best meet their needs, providing informed and time-efficient responses. 

This means picking up the call on the first ring, which saves time for both the client and the business by decreasing wait times and cutting call volume. Additionally, because customers are able to connect with the appropriate department, the issue can be resolved promptly on the first call.  

#4 Unlimited Customer Access

Even outside of business hours, customers can call the contact center and interact with the automated IVR system. The IVR system can provide unrestricted access to a basic level of customer service. This means that customers can get assistance any time they want - even during the weekends or holidays.

Despite the IVR system providing unlimited access to a fundamental level of customer assistance, the option to speak with a live agent is still necessary for more complicated support inquiries.

#5 Offer Wider Personalization

Thanks to its customizable features, each IVR system can greet familiar callers with a specific greeting. This case can be possible if the caller ID is accessible or the IVR is a component of a bigger cloud phone system with CRM. Not only does the IVR system recognize callers by their names, but it also conveys additional information to them.

Besides, IVR systems have a variety of language options that are customized to particular callers. Thus, companies who operate globally can cater to multiple cultural demographics. 

IVR systems enable a significant amount of personalization, thus building rapport with customers. For example, businesses can record any customized welcome messages and include the necessary prompts needed to transfer callers to the relevant department.

#6 Improve Brand Image

Small businesses may not have the same call traffic compared to medium or large enterprises that  require IVR technology. However, the IVR system is still a must-have addition as it can make an impression on new and existing customers when interacting with the brand. This technology will improve customer reach and loyalty, all while boosting brand image In larger enterprises, it provides a professional image by ensuring consistency in call volume and customer service.

Applying IVR in Your Business

Now that you know what  IVR is., This technology integrated with the call center/contact center can bring many benefits for businesses, such as increasing productivity, making more profits, enhancing customer experience, etc.

Learn more about StringeeX to have an all-in-one software to handle customer issues. Contact us for more information.