An Interactive Voice Response (IVR) System is a major aspect of any business. It is one of the key mediums where customers interact with your brand. Be it to resolve customer grievances or marketing a product, if used properly, it can overall enhance your service quality.

The traditional calling comes with various business challenges such as:

• No fixed number for your website
• Using personal numbers for inbound calls
• Frequent number change owing to dynamic employee movement.
• Using office landlines for Tele-calling results in unavailable records.
• Printing personal numbers on visiting cards
• Running multiple digital campaigns on distinct platforms
• Lack of custom IVR to minimize the on-call duration for help desk agents
• No multi-channel announcement system.

Latest Statistical Data on IVR Services

A good IVR ensures higher customer retention rates. A report by HubSpot revealed that 33% of customers claimed that waiting in long queues is the most frustrating part during customer service help, while other 33% people expressed their disappointment on having to narrate their issues to different agents repeatedly.

Furthermore, a study by Forrester showed that 63% of people expect personalized services from IVR systems; they want the system to recognize their unique needs and provide relevant solutions.

According to research conducted by Harris Interactive, 75% of customers experience frustration when they are unable to connect with a live agent, despite their preference for self-service options.

How Do IVR Services Benefit Your Business?

Almost all the good brands use IVR services to cater to their customers. From improving your customer services to retaining customers to boosting revenue, a good IVR service can give your business a leg up in the field. Given below are some of the notable benefits you can expect with this service:

Clear Options: An IVR makes sure your customers are given clear voice prompts and are directed to the right agent when required.

Correct Query Routing: Since the technology incorporates automation, your customers no longer have to dial the receptionist to manually transfer their calls to the concerned department. The chances of redirecting to the wrong person are also higher in manual methods.

Quicker Processing: Automaton fosters quicker responses and minimizes errors. It doesn’t need an employee to figure out what the customer wants. Instead, the customer can follow the directions and get their query resolved.

24/7 Availability: If not for a human agent, the system can still provide certain services to resolve customer queries. 24/7 availability allows a smaller queue for human agents and hence better-quality service.

Cost Cutting: Automation abolishes the need for extra human force. It assists in rerouting calls to the concerned person more efficiently allowing better quality service and cost cutting.

Brand Connection: The business optimizing IVR can customize the system in a way that informs people about the brand and its offerings while also resolving their queries leading to a robust brand connection.

Relieves Employees: When the customers are served well without human intervention it cuts short the queues resulting in a lesser workload. Not only does IVR let your employees get a sigh of relief when they deal with fewer customers, but it also encourages them to better the quality of service they offer.

How Can You Boost Your Interactive Voice Response Services?

Although new and more convenient, IVR systems can improve a little bit more to enhance customer services with simple tips:

Give your customers a wait time estimate: Knowing how much your customers have to wait in the queue will not only empower them but also allow them to decide whether they want to stay in line or not.

Prove a call back option: Your customers will appreciate a call back when you have a high call volume.

Hold the music on demand: IVR systems often force customers to listen to loud music while they are on hold. You can personalize their experience and give them the facility to hold the music if they wish.

Provide multilingual support: You should provide multilingual support to your customers to make them feel more comfortable.

In conclusion, Interactive Voice Response (IVR) systems play a pivotal role in modern business operations, enhancing customer service, streamlining processes, and fostering brand connections. By leveraging IVR effectively and incorporating customer-centric enhancements, businesses can not only improve operational efficiency but also elevate customer satisfaction and loyalty.