Best IVR Services of 2020 to Guide your Customers to Right Solution
IVR refers
to Interactive Voice Response is a business call management software that can
route customer calls to the related department automatically. With advanced IVR Systems call center agents can gather the input and responses through spoken
words with voice recognition. Conversations are either pre-recorded or
generated audio or route calls automatically. With this clients can communicate
by selecting the option provided in keypad selection or voice telephone input.
It helps in improving customer satisfaction and that means better customer
retention, stronger relation, and improved sales.
As we know
IVR can provide 24×7 service, customers can get their problems resolved
anytime. You can boost customer satisfaction by programming an IVR System with
personalized greetings. It increases the efficiency of the call center agents
and maintains the brand value of a company. Therefore, most businesses
especially small ones can greatly benefit from using the IVR system.
Why Business must need an effective IVR Solution?
Starting a
new business is tough and manage your business constantly is important. We need
to maintain business call efficiently because 80% of the business communication
place only on phone calls. Let’s see why IVR is important for any business.
- Easily Setup
Setting up
your IVR system according to your requirements for the first time becomes easy.
Simply log in to your live dashboard and add the departments according to your
business needs and it’s done.
- Enhance Customer Service
IVR systems increase
their company efficiency using call automation processes in the workplace, this
reduces call hold time. Having an advanced call handling process IVR improvises
customer calling experience.
- Attend Call in Business Hours
Easily
configure business hours and never miss a call or lose a customer, no matter
when they call. Customers can drop a voice message when agents are not there to
answer the calls.
- Better Customer Experience
Use IVR to
show the awesomeness of your business. Add a different voice to your hosted IVR
system & play in each queue. Hence, when the customer reached to agent
their impression of your company will be more positive.
Feature of IVR Services:-
- Professional Greeting
Using IVR
you can welcome your callers with a professional greeting and create a positive
brand image.
- Call Routing
IVR provides
a different option that helps in routing all your business calls to the right
department and the right agent automatically.
- Voicemail
IVR provides
the facility to your callers so that they can leave a voicemail for agents when
there is no agent available for the service.
- Keypad Input
IVR allows
your callers to input their requirements on the IVR menu and according to the
requirement, it routes their calls to available agents.
- Sticky Agents
It connects
the agents directly to the particular agent that they have spoken earlier or
the agent assigned to them.\
Benefits of IVR Services:-
- Improve Brand Image
With 24*7
services, professional voice greeting, and other best functions that will surely
improve the brand image. Handle high volume calls easily and reduces customer
wait time IVR System will enhance their brand’s professional image.
- Increase in Production
Route calls
to the specific department and solves customer queries quickly will increase
work efficiency and improve agent productivity. It saves the time of
transferring the call to the right agent for solving the caller’s query.
- Saves Customer Time
Customers
don't want to listen to long menu options. IVR allows customers to skip the
options they don’t need. As a result, less dropped calls and customers may be
given the option of a callback when their wait time is very long.
- Reduce Call Center Cost
Using this
service will reduce call center costs. Great service happens when both employees
and customers are given tools for success. Using the IVR System, your brand can
make every service very easily.
- Quick Resolution
IVR
significantly allow an agent to quickly solve customer’s issues with the best
solution quickly. It directs incoming call always to most capable agents, the
agents who receive call is much qualified to answer the question.
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