How can you benefit from using an IVR?
The business world is moving towards self-service more and more every day, and interactive voice response (IVR) is an essential tool for it. IVR uses technologies such as touch-tone or speech recognition to identify and route callers to the most skilled agents. In that way, IVR delivers greater efficiency on both sides. Since it’s been on the market for a while now, it has demonstrated numerous benefits which made it a vital tool for a productive contact center customer experience. We bring you five key benefits of IVR and explain why you should consider implementing it in your business.
Advanced Features Provide Richer Experiences
IVR systems have numerous rich features that improve the self-service experience. Probably one of the most powerful features is the way it allows customers to tap their way through visual menus and reach agency very quickly.
IVR technology provides customers with a possibility to get into an agent queue, and it supports text-to-speech in multiple languages on inbound and outbound sides. With IVR, customers can have a much more fulfilling experience as they enjoy more features that are suited to fit their needs.
Of course, we can’t talk about the benefits of IVR technology without mentioning one of the most important ones – cost effectiveness. Call centers will reduce costs when they implement this system: since customers will make fewer calls, agents will spend less time on the expensive voice channel. Also, when compared to traditional IVR, visual IVR costs less to deploy, since it automatically provides customers with the information they need, eliminating the need for additional agent training.
Excellent customer experience happens when both sides have a tool that enables them to do and give their best. At Telesero, we know how beneficial an IVR system is for companies, so we offer it as part of our services as well.
Improving Mobile Customer Experience
In today’s world, everyone owns a smartphone. Its usage is continuously growing, as people prefer a mobile experience over desktop when searching the Internet or even doing business. As a result, many companies now offer mobile-optimized customer service to increase the satisfaction of their customers.
For those customers who are always on the go, IVR is an ideal technology that allows them to reach out for support even when in-store. That’s why IVR plays a crucial part in improving sales results. After all, customers are more likely to make or complete a purchase if their questions are answered efficiently.
There is probably nothing more frustrating than wasting your time listening to endless menu options. Luckily, with IVR, customers can easily skip the options they don’t need and, therefore, save time.
Consequently, the number of dropped calls also decreases, since customers can choose to be called back if their wait time is longer than expected. Not to mention that the feature of being routed to an agent with adequate skills helps customers get the information they need without having to go from one agent to another.
Enhancing Agents’ Performance
Because IVR technology is truly efficient, it enhances the service experience for both customers and agents. Each time a customer is routed to the most skilled agent for his or her inquiry, the level of productivity increases. That helps agents resolve cases more quickly and provide their customers with the assistance they need at the moment. Also, when agents are matched with the issues that fit their skills, they will be more confident, and their results will be much better than before.