Interactive Voice Response (IVR) is an automated voice system that allows callers to engage with a computer-controlled voice system. Earlier, IVR used to be limited to phone calls and numeric keypad replies. But today, many IVR solution systems are integrated with voice recognition technologies. Callers can interact through vocal answers, rather than keypad inputs, using this technology.Â
IVR technology is fast gaining popularity and becoming widespread in almost every country. Most businesses nowadays use interactive voice response (IVR) to provide a tailored customer experience.Â
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Benefits of IVR
A list of benefits of using IVR for your business is given below:
Enhance Customer Engagement for SMBs
Small companies may use Interactive Voice Response (IVR) to develop and maintain healthy relationships with their customers. This is possible since IVR solutions provide a wide range of personalization options for your customer communications.Â
Customers are likely to become dissatisfied if their concerns are not resolved on their first call. These situations can be avoided by using IVR solutions. An IVR call links a customer to the appropriate department on the first try, ensuring a timely and efficient resolution of customer issues and concerns.
Manage higher call volumes in less time
The most significant benefit of an IVR solution is that it enables small organizations to manage big volumes of calls with ease. This saves a lot of time for both customers and the organization.Â
In comparison to the traditional telephone system, which requires a series of attempts by the customer to get connected to the most competent agent, the IVR method is easy and quick. In some of the top IVR solutions, the waiting time to get connected to an agent is communicated to the customer. This helps the customer decide whether to continue on the call. Apart from a reduction of lost calls, innovative procedures such as speech recognition help to make the client experience more satisfactory.
Reduce operating costs
IVR is a cost-effective alternative since it allows you to deal with a huge volume of calls in a logical and systematic manner. It allows businesses to get optimal returns from operational expenses while allowing you to focus on other aspects of the business that are more important.Â
Furthermore, each minute a customer spends on the line adds to your company’s expenses. IVR solution ensures that clients receive effective and immediate responses, resulting in less time spent in dealing with customer complaints and issues. Furthermore, it ensures that human resources are utilized to their maximum potential in areas requiring manual work.
24/7 service and easy setup
The most significant advantage of deploying a hosted IVR call system is that it is not only handy for consumers, but also for the firm. It provides a reliable, and high-quality service. If a customer calls when you are unavailable, you can leave a pre-recorded message informing them of your absence and potential availability. Integrate your existing CRM software for simple access with a clever plug-and-play solution.
Call monitoring and analytics
The IVR call tracking services can be integrated with other business tools and Customer Relationship Management (CRM) tools like Salesforce and Google Analytics. The CRM tools provide a dashboard-based approach for data visualization and provide a holistic view of the marketing performance. It uses Cloud-based technologies that ensure zero downtime.
An IVR is an intelligent business solution with powerful features which can be availed at a very economical price. Solutions like these amplify the customer experience and drive sales for the company resulting in increased revenue and reduced operational costs.
The investment in IVR solution is an apt choice for creating a complete system and a worthy investment for any business. IVR has now emerged as the new standard of digital communication between consumers and businesses. These new technologies are less expensive than traditional methods like landline calls.
Knowlarity is a worldwide established company and is ranked amongst the leading IVR service providers in India and cloud communication enablers in the emerging markets. Knowlarity offers complete reliability and caters to client demands and assists them in their business process.