4 ways IVR adds value to your company - Studio52

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4 ways IVR adds value to your company IVR has
been a staple of contact centres for many years
and while there are many competitors in the
market, its still going strong. As technology
continues to evolve, IVR is turning into an
intelligent digital assistant making it more
conversational, personalized, and strictly
focused on customer success. Technological
advances in artificial intelligence and machine
learning in the last few years will continue to
drive change for IVR systems and make them even
more powerful. In that case, it becomes
pertinent that we understand how this can add
value to your business now and in the coming
years.
Helps Improve Your Brand Image IVRs are being
used by start-ups and smaller companies to make
their companies look bigger than they actually
are. If you are a smaller company with fewer
employees, you can configure IVR prompts to allow
callers to talk to the most relevant department
such as sales, support, or marketing. Depending
upon the department the caller chooses, they
will be routed directly to the person designated
to answer the calls in the selected department.
With the right representative and all the
information provided by the caller to the IVR
prompt, the representative would be in a better
position to resolve the issue. Customers get
really frustrated when they are transferred from
one department to another and they have to repeat
everything over and over again. A
well-integrated IVR would make sure that the
customers are never routed to the wrong
department or to an agent who cannot solve their
problems. Being able to shine through in these
tough situations builds trust in your
brand. Delivers 24x7 support service
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You never know when or in which part of the world
your customer is going to face an issue. Under
such circumstances, customers can make use of the
IVR systems at any time of the day as it can
perform its task 24 hours a day, 7 days a week.
While office hours, holidays, and breaks dictate
and limit an employees availability, IVR
systems are always at a customers
disposal. Implementing a great IVR system means
your customer can avail of your customer service
whenever they need it. Increases the efficiency
in handling customer needs Deploying IVR
solutions in your business helps the rapid
solution to their queries, something that
customers want more than anything else. Its a
great tool in the hands of your customer service
team. By putting the right employee in front of
the customers requests and queries, IVR helps
boost customer confidence in your service. Not
just that it also boosts the morale of the agent
handling the query as they will feel more
confident and perform at their best when the IVR
matches the roles that fit their skill. The
more advanced your IVR system, the more the
customer delight. For example, call back
requests, using SMS follow up confirmations,
integrating predictive intent makes your system
even more efficient. The efficiency of IVR
technology improves the service experience for
both customers and agents alike. When customers
are routed to the most qualified agents,
productivity increases, allowing agents to
resolve cases more quickly and assist more
customers as needed. Reduced Cost One of the
main objectives of deploying IVR in your business
is to reduce the volume of calls. Fewer calls
would mean agents can spend less time on the
expensive voice channel and instead focus on
customers that need more assistance. IVR solution
is also easy to scale-up without any significant
increase in the cost. Thus, IVRs are a
cost-effective way of improving operational
efficiency and agent productivity along with
achieving high ROI.