Believe it or not, you’ve likely interacted with interactive voice response (IVR) systems before. Anytime you have had a computer voice tell you to speak the reason for your phone call, you are dealing with an IVR system.
IVR is defined as an automated system that interacts with customers. It’s often used in banking and other businesses. However, it can be used call centers for small to mid-size businesses too. IVR is an inexpensive way to deliver information and services to your customers 24/7.
An IVR system can provide more customer satisfaction, which means more leads and more closed sales for your company.
A Closer Look at IVR
Those in business have multiple uses for IVR. This type of interactive voice can act as a virtual assistant and allow you to transfer or make calls as well as provide information.
The use of IVRs has expanded beyond customer services and sales support, although that remains the primary use. It is also used in marketing campaigns and telecommunications network in internet phone system companies for call distribution.
IVR is a sophisticated voice recognition system that uses speech synthesis to perform tasks, like placing an order or checking on an account.
Two IVR Categories
IVR systems can be classified into two categories: interactive voice response (IVR) and automated voice response (AVR). The main difference between these two types of systems is that IVRs require users to interact with their systems, while AVRs only require users to listen.
With IVR, customers simply speak what they want to do. The better the system, the more human-like this Ai assistant seems. Some are so good that people don’t realize it isn’t a human they are speaking to until the conversation gets more complicated.
AVRs don’t allow for any interaction between human beings. Instead, they simply play pre-recorded messages based on input from your phone call or another input device.
You’ve probably interacted with both in communicating with other businesses. Those who have called and are told to press a button to route the call, and then more buttons for specific reasons for the call are dealing with an AVR system.
Those who have had a computer tell them to say the account number and then ask you questions are dealing with an IVR system.
Why Use an IVR?
Interactive voice response (IVR) is a technology that can help you improve your customer experience, access more leads, reduce costs, increase sales, and improve customer satisfaction.
The following are just some of the benefits for your customers of implementing an IVR system:
- Improve customer experience – An IVR system allows customers to navigate through different options without having to wait on hold or talk with an operator.
- Happier customers – IVR leads to happier customers who don’t feel like they’re being pushed aside because they aren’t speaking directly with someone at all times.
- More control over interactions – IVR lets customers decide how they interact with your business by letting them choose when they want assistance.
- Complete support – With iVR, you can ensure that no matter what time of day it is or what kind of mood they’re in when they call into the support center that they’ll have a positive experience every time!
The benefits of using an IVR system for your business
You can use an IVR system to create a multimedia experience for your customers. This type of system also has benefits for your company as well as customers. You can improve customer experience by using an IVR system and access more leads, increase sales, and reduce costs at the same time.
The benefits of using an IVR system for your business include but are not limited to:
- Reduce costs. An IVR system can help you reduce costs by automating customer service and support, freeing up valuable resources that would otherwise be spent on manual operations. You’ll also see a reduction in labor expenses as well as a decrease in training time and other employee-related expenses such as insurance premiums and taxes.
- Provide better customer service. Customers will access quick answers from knowledgeable agents who can solve their problems.
An IVR system can improve customer experience and help you access more leads. An IVR system can improve customer experience and help you access more leads. Customer service satisfaction and additional leads are linked. This system means customers won’t be waiting on hold, forced to leave a message, or told to wait for someone to call them back.
This leads to customers feeling more valued. That turns into higher retention rates and more referrals.
Making it work for your company
The type of IVR you use and who provides it matters. A system that doesn’t function smoothly results in frustrated customers. Any system needs to be simple to use so all your customers can easily access it.
Allowing customers to speak to a live person easily should be part of the system. That is important as some people have issues that only a live person can resolve. There’s no use in putting them through a range of questions before they speak to a person. A system that allows them to bypass it to get to a person will bring you more customer satisfaction and put them in control of how their issues are handled.
You can use an IVR system to improve your customer experience and help you access more leads. It is a great tool for businesses of all sizes, especially small businesses that may not have the resources to create an online web presence.
The low cost makes it a great option. There isn’t software or expensive equipment included, so an IVR system is something business owners should consider.