In the past, IVRs were incredibly frustrating and weren’t designed around customer experience – but before we get into that, let’s first answer your burning questions of what exactly is an IVR and what are the major benefits of using one?
IVR is an Interactive Voice Response, a menu system in which you can interact with via keypad or voice. If you have ever called a business and navigated a short menu that asked you for information to properly direct your call, you have had firsthand experience with an IVR.
It’s important to know, however, that not all IVRs are created equal.
Why would a company want to create a customer greeting with their IVR? What’s the point of doing so when you just want to direct the call as quickly and efficiently as possible? Well, you may want to do this for a number of reasons – namely for branding and identity purposes. There’s also a great benefit of calling a company and hearing a custom message. This extra touch can offer a lot of value, giving your callers a personalized experience so they don’t feel like they are taking orders from a machine.
Collecting Information with an IVR
IVRs collect information about your customers. They also redirect calls to the most appropriate agent or department. If your IVR doesn’t send that gathered information over to the agent that handles the call, and the caller is expected to repeat the information back to them, that could be incredibly frustrating. It’s important to make sure you work with a company that offers a proven IVR system that doesn’t run into these types of issues. The goal is making the caller experience as enjoyable as possible.
Prioritizing Calls with an IVR
IVRs can also help you prioritize calls. They help navigate the process of where a caller should go, and you can even set it up so that specific agents get specific calls. This is optimal because you can ensure that your best agents get the best calls, ensuring that the most handled agents receive priority. IVRs can also ensure that your company can deal with a higher volume of calls.
Benefits of Using an IVR
The benefits of working with an IVR are quite clear. In many cases, your business needs an IVR, and needs a sophisticated system that can handle both keypad and voice. IVRs shouldn’t provide an inconvenience for the caller, nor should they result in a frustrating experience. The major benefits of using an advanced, multi-level IVR are that you can increase customer service efficiency, increase overall customer satisfaction, gather the information that you need from the customer, and create a much more efficient workflow.