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Savvy marketers are tirelessly striving to come up with creative ways of driving new leads, all while keeping existing clients. One of the most efficient methods in doing that is by designing IVR surveys. However, creating a survey is just the first step. One of the principal obstacles is to get your prospective and existing clients to devote their time to taking it.
Since IVR surveys are one of many marketing messages your clients receive, it’s critical to cut through all the noise and capture their attention. That’s why enterprises build simple, quick, and in some cases, incentivized surveys. Ultimately, to ensure that your IVR survey hits the spot, you need to think like your clients.
You can deliver an elevated customer experience with Phonexa’s IVR software via Call Logic, which is available as a part of an all-in-one marketing automation solution for calls, leads, clicks, email, SMS, accounting, and more.
But first, let’s examine how IVR systems and surveys can help you enhance caller experiences and boost customer satisfaction rates.
Why Enterprises Need IVR Systems
It’s no secret that happy callers are more likely to convert. With IVR solutions, brands can tailor unique welcome messages, collect relevant information, route calls, and much more.
But keeping consumers happy at every point of contact with your company is impossible without access to attribution data.
Brands always strive to boost their conversion rates and increase revenues. But none of that is possible if the customer journey remains unoptimized. A call tracking software is the connecting link between driving high-quality leads, streamlining every marketing campaign, managing incoming calls, collecting relevant information from callers through IVR, and keeping clients happy.
Let’s say that your client takes an IVR survey you’ve recently created. Once the client is done, you get detailed analytics about this call in an instant. It means that if a client is happy, you go on processing the captured data. But if the client is frustrated for some reason, you can address the issue right away, prevent it from escalating, and retain a customer.
Ultimately, a call tracking software and an IVR system are a perfect combination of solutions helping businesses deliver an elevated CX. That’s why enterprises cannot afford to ignore the importance of post-call IVR surveys.
How To Maximize The Value Of IVR Surveys
There are two ways to make the most of your surveys — make sure they’re effective, and use the collected information right. Let’s start with the first one. How do you create an effective IVR survey?
Keep It Short And To The Point
Surveys are meant to collect feedback on a specific issue, product, feature, or service. If you want your clients to share their experiences, it is crucial to ask the right questions. For instance, a series of well-thought-out questions will help you pinpoint specific strengths and weaknesses of your service.
Time The Survey Accurately
If you’re aware of negative experiences or issues your clients are dealing with, it is crucial to follow up as soon as possible. Whether it is a specific complaint or a trust issue, your ultimate goal is to obtain accurate information and do your best to resolve the problem.
Keep It Simple
A simple question demands a simple answer. The latter is exactly why you need to gain information about all the touchpoints and find out how your customers feel about the product.
Remember About The Focus Keywords
The effectiveness of your survey depends on several factors, including the focus keywords. Defining them can help you focus on well-structured data-driven questions and answers.
Perform Test Survey Calls
Let’s face it: testing is an important component of any marketing activity, IVR campaigns included. With results in hand, you can easily improve different aspects of your survey and increase response rates. Ultimately, testing will save you time, money, and effort.
Now, let’s move on to making the most of the information collected via IVR surveys. How can enterprises leverage it?
Compare The Performance Of Call Campaigns And Agents
Survey results can be easily connected to individual marketing campaigns and teams. They allow you to take a closer look at the strengths and weaknesses of survey strategies and the work of individual employees.
Identify The Improvement Opportunities
Since IVR surveys are flexible, you can use them to identify workflow issues, find out more about customer satisfaction rates, call routing processes, and much more. After all, customer feedback is a tool for performance and quality enhancement.
Optimize Your Sales Funnels
Examining the IVR journey helps businesses fine-tune their marketing funnels and understand their clients better. It means that even a minor change to the system or a survey can have a major impact.
The Role of IVR In Customer Communication Strategies
What makes customer calls great? The answer is simple — IVR does. It’s all about giving your clients the ability to fix minor problems and resolve major issues by themselves.
Advanced IVR technologies give enterprises an opportunity to optimize the work of their call centers and agents while offering uninterrupted customer service.
Here’s how an IVR system can enhance your customer communication strategies:
Send Appointment Reminders
Every appointment-based service can leverage IVR technology. For instance, if you’re working in the healthcare industry, you know how important it is to retain patients and reduce no-shows. With voice broadcast and IVR, you can call multiple phone numbers concurrently, send appointment reminders, and offer clients an opportunity to reschedule their appointments while on a call.
Launch Data-Driven Surveys
A dash of testing and a pinch of optimization can make customer satisfaction go through the roof. With IVR surveys, enterprises get another direct channel of communication with clients, allowing them to provide their input and share their experiences.
Share Latest Updates Or Inform About Service Issues
It’s not uncommon for digital companies to experience service interruptions. If that’s the case, you can use IVR to inform your clients about the issues you’re experiencing and reassure them that everything is under control.
Boost Your Call Capacity
With an IVR system, you can cut the waiting times in half, handle more calls, and convert more prospects than ever before.
Schedule a consultation with one of Phonexa’s experts to explore how you can take your marketing to the next level.