Every business needs to be accessible and there are so many means available that businesses can use to get closer to their customers. That is why it is constantly innovating so that more and more channels are available to improve business accessibility.
Before companies started installing those more advanced and attractive websites, there was the telephone. And even as the whole world moves online, these phones will still be a part of running a business. However, it also went through a surprising evolution. The most amazing of which is the Interactive Voice Response (IVR) System.
IVRs are systems embedded in telephone systems that help identify, classify, and route calls coming in externally and internally. This system has been around for several years and has gone through many innovations to improve efficiency when integrated into a company’s phone systems.
Among the advantages of getting an IVR system are the following:
Offer automated off-site customer support. With a traditional phone system, customers call a business and someone needs to answer the phone to address customer concerns or inquiries. With an IVR installed, the company can address these concerns and queries without having to delegate staff to answer the phone call. In this system, a message can be pre-recorded and is used to tell customers to press the right button so that their concern or query can be addressed. This means that customers can call a company at any time of the day and be sure that they will be taken care of.
Adequate support according to what the caller needs. The IVR can also be customized to filter calls and classify them based on customer needs. Simple concerns such as billing, account information, payment details, simple troubleshooting, delivery details, and more can be taken care of through pre-recorded messages. However, complex concerns that require the assistance of the customer service assistant can be directed to the appropriate department within the company.
Collect information about callers. The data collected from the calls received in the IVR is very useful to analyze the needs of the clients. You could monitor what kind of concerns are received frequently. From this data, the company can create adjustments in its services to improve its relationships with customers.
Improve overall customer satisfaction. By having a system that allows for off-site customer support, customers have a convenient way to resolve their concerns about a company’s services or goods. Instead of having to go to the company office with their concerns, they can do it from the comfort of their homes through their phones. And, since the company’s external customer service via phone is available 24/7, customers can get service support anytime they need it.
Reduce the cost. IVRs can be programmed to respond to simple customer inquiries and concerns and can handle more than one call at a time. This means companies don’t need to beef up staff for off-site customer support.
Given these advantages, having an IVR system in a company’s communication system can really help improve its operational efficiency.
