IVR Solutions is the primary touchpoint in a business' customer service cycle. If not managed correctly, it will simply push the audience away as today's customers require instantaneous gratification and will not take a delay for granted. So, now the responsibility lies on the businesses to take command and ensure that they promote a better experience for their consumers. Before coming to how a company can improve its customer experience with an IVR system, let's begin with the basics:
What is an IVR?
Interactive Voice Response or IVR is a technology that allows incoming callers to navigate a telephone system before speaking to a human operator. IVRs work with touch tones from a telephone, DTMF (Dual Tone Multi-Frequency) tones, and some possess voice recognition or even artificial intelligence to route calls and answer callers. Phone arrangements with Interactive Voice Response systems serve support lines and call centres to handle more phone calls for every live operator. It is fitted for conducting a great volume of inbound calls. An IVR system automates numerous tasks that consume your employees' time and efforts. It can be utilised for checking bank account balance & transactions, phone surveys & polls, office call routing, checking movie or venue schedule, etc.
What factors should be considered while choosing an IVR Solution?
IVR solutions are currently receiving a lot of attention from small businesses. And for a good reason! Here's how you can determine the best IVR solutions for your business. While the metrics below vary according to any business sector, most of them prevail commonly across the board:
Dashboard and Reports
Request for reports and analytics during an IVR demo. This will provide you with a clear idea about whether your business needs will get fulfilled. You will also identify the changes, if any, you will need to make. This data is crucial for you to scale your business up and increase its performance and productivity.
Learn to prioritise your functions over form. Businesses often quit using IVR's because they don't utilise most of the features the system offers. To evade this pitfall, identify your main reasons to deploy an IVR into your business operations. Find a service provider that fulfils these requirements without fail. Make sure that your business goals and objectives are aligned with their services.
An IVR integrated with an existing CRM allows people to call with just a click of a button from the website or mobile application. It also provides several other features and add-ons. This interprets into an unmatched comfort for your employees and, more significantly, your customers.
Before you reject an IVR system by considering it an expense, calculate the ROI. You will find that it is one of the most beneficial investments you can make to drive your enterprise to the next level. When it comes to IVR service providers in India, mTalkz is the best communications solutions company that exceeds in smart IVR technology and is supported by business-class platforms that promote a high level of availability and throughput. Request for a demo today!