Every business looks for a medium to connect with the customers in the best possible way for the most fruitful and intended results. In this context, Interactive Voice Response (IVR) has come up as one such tool that helps callers in finding the solution effortlessly. However, the productivity of IVR depends on how well it has been deployed to answer the customer queries.
With a correctly configured IVR, it gets easy for the callers to choose from the available options. And in this way, IVR proves to be an efficient tool for every scale of business.
Now, IVR is also getting support from the cloud technology, and its utilities have also multiplied in terms of making it an efficient customer support tool. Let’s look at various factors that make an IVR a necessary tool in customer support process.
1. Exponential Volume of Calls
Today, a high number of customers are using online platforms for selection and purchase of products or services, where telephonic conversation plays a crucial role in business-client interactions. This is one of the prominent reasons why call volume has increased, exponentially.
While dealing with such high number of calls at the same time, it is always advisable to use an intelligent IVR so that customers can help themselves and also make the most out of the invested time.
For every small or big issue related to business for which the customer does not need to reach out for the voice support, your agents may not always be available, but IVR can help them with an immediate solution. In addition to this, an IVR is also used to manage the number of calls and to redirect customers to the next available agent.
2. Make Your Business Accessible to Your Customers
IVR makes your business is highly accessible to the customers because it assures an answer to every customer call. There are many instances when calls handled manually go unattended due to heavy call volume. So, with the presence of cloud IVR, the callers can be answered instantly and directed to the voicemail or touchtone identification to collect their response.
The IVR menu can be easily customized, and further, a highly accurate statistical reporting helps in tracking the callers’ responses. Overall, it brings down the number of missed calls, which means you don’t miss out on the sales opportunity.
3. A Tool That Helps In Customer Engagement
Businesses look for better options to engage with their customers. IVR can help you implement such strategies because IVR offers several customizable options that can further assist in customer engagement, purposefully.
For example, when agents are busy, and the caller remains on hold, IVR can play a recorded message promoting the ongoing offers, your business tone, or various other options to choose from the menu. Such an activity engages the customers meaningfully with intended results like a higher turn up of customers for the call to action.
4. Result Oriented Call Routing
A caller directed to a wrong destination is almost losing a customer for your business. So, it gets more important for the business to lead the customers to the right goal without any delay. Here, the role of IVR is significant because of the result oriented call routing.
Suppose in an organization, there are various departments, and a caller wants to connect to a particular person then a well designed IVR can lead him to the right destination without any human intervention.
5. Higher Level Of Customer Satisfaction
A well designed, intuitive IVR creates the best possible user experience because they find a solution they are looking for. Moreover, in case, if the IVR is not able to help, then the phone line to speak with the live agent is always kept open.
Cloud IVR improves various customer satisfaction factors, such as – call answering time, response delivery, customized language preference, and others. IVR adds more potential to the customer experience that can be delivered on the phone call and that too with a reduction in human requirement.
Today, artificial intelligence (AI) is also influencing the contemporary IVRs. For example, Natural Language Processing (NLP) helps computers understand, interpret and respond to human language.
So, the cloud-based IVRs are can smartly streamline the call handling operations, and they are producing results in terms of making customers highly satisfied with the new experiences in the customer support.